How to Make a Complaint

We are committed to providing the best quality service possible to all from initial enquiry through to delivery. However, we appreciate that things can go wrong from time to time. If you find we did not meet your expectations or failed to deliver a quality service then we want to listen to you. We will consider your feedback as an opportunity to learn and improve and we will take every complaint seriously.

Raising Your Concern(s)

If you feel able to, you can talk directly to your caseworker or advisor, letting them know what you feel has gone wrong or how things can be improved. They will listen to what you have to say and discuss with you (where possible) how to do things differently or how to put things right for you.

If you don’t feel able to talk to your caseworker/advisor or if they have not given you a satisfactory response, you can speak directly to their line manager. If you need further information on whom to contact, you can call our head office on 01592 800430 and ask for the name and contact details of the appropriate manager. The line manager will contact you by your preferred method (telephone, email, letter or arrange a face to face meeting). They will listen to you and consider what you feel needs to be done to put things right for you, this may mean raising a formal complaint.

Raising a Formal Complaint

If, after you have raised a concern and we have still not been able to provide you with a satisfactory response, you should be given every opportunity to raise a formal complaint with our service or with the Care Inspectorate and offered support to do so. You can also contact the Performance Manager based at Head Office. He/she will review what has been done to help resolve your complaint and respond to you.

Handling Your Complaint

We will inform you of the process for handling your complaint and we will aim to fully investigate and resolve your complaint within 20 working days. If it is not possible to meet this time commitment, we will inform you of this, giving you the reasons why we require more time. You will receive formal notice of the outcome of your complaint following investigation.

We record all complaints received for training purposes, report these to our Board and take action to improve.

What constitutes a Formal Complaint?

A concern raised is a complaint in situations where:

  • we failed to work under an agreed service procedure or policy.
  • we failed to deliver a service to an agreed standard.
  • an individual thinks we did not take account of relevant matters in coming to a decision.
  • an individual feels we’ve been neglectful towards them or delayed matters unnecessarily.
  • an individual feels our organisation or a member of our team has been discriminatory, biased or has badly treated another person.

The Care Inspectorate

Our Housing Support Service is regulated by the Care Inspectorate. If you are receiving Housing Support from us, you have the right to complain to the Care Inspectorate regarding any concerns you have regarding our support service. Their contact details are:

Care Inspectorate, Compass House, 11 Riverside Drive, Dundee DD1 4NY, Tel 01382 207 100.