Update to Complaint Handling Procedure

01 April 2021

We have adopted the updated complaints handling procedure

recommended by the Scottish Public Services Ombudsmen (SPSO), effective today. Below are some of the changes.

The Main Changes

A complaint may be resolved by both parties agreeing an action to be taken, without deciding if the complaint is upheld or not. In these situations, we will be clear with you about the resolution.
A 6 month time limit applies on escalating a complaint to Stage 2 from Stage 1.

Read more in our Complaint Handling Guide.

The process for making a complaint has not changed:

Call us on 0141 331 6650
Completing our online contact form
Email us at admin@glasgowwestha.co.uk
In writing to 5 Royal Crescent, Glasgow, G3 7SL (you can use our feedback form if you wish)

Please note that there may be a delay in accessing post due to reduced office opening hours.

Customers raising complaints via social media will be redirected to

the above methods.

Further Information

Read more in the Comments and Complaints section of this website or contact us to have a paper copy posted out. Find out more about the role of the SPSO at: www.spso.org.uk

Glasgow West Housing Association
5 Royal Crescent
Glasgow
G3 7SL

CALL: 0141 331 6650
Repairs: 0141 331 6652
Tenancy: 0141 331 6651

Phone: 0141 331 6650
Repairs: 0141 331 6652
Tenancy: 0141 331 6651

Fax: 0141 331 6679
SMS: 07860018421
E-Mail: admin@glasgowwestha.co.uk
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Registered with the Scottish Housing Regulator HEP 126. Registered under the Co-operative and Community Benefit Societies Act (2014): 1955 RS.
Registered as a Scottish Charity SC001667.

Update to Complaint Handling Procedure

Update to Complaint Handling Procedure

01 April 2021

Admin