5 Royal Crescent, Glasgow G3 7SL Telephone: 0141 331 6650 SMS: 07860018421

Comments and Complaints

Comments and Complaints

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We aim to provide a first class service to tenants, housing applicants, factored owners and others who use our services. There may be occasions, however, when our service falls short or when you may have suggestions for improvement. There may also be times when you would like to tell us that you are happy with the service you have received. 

GWHA Complaint Guide
Your comments, suggestions and complaints are important to us, as they help us improve the services we provide. Read more in our Complaints Handling Guide.

Making a Complaint, Comment or Compliment
You can formally record a comment or complaint by: 
We do not record complaints through our Facebook and Twitter account; you will signposted to use one of the methods above.

Unacceptable Actions
We expect staff to treat customers with courtesy and respect and the same courtesy and respect is expected from customers. If any actions/ behaviours are deemed unacceptable during the complaints process, we will review these in line with our Unacceptable Actions Policy.

Significant Performance Failures
If you are a tenant (or an individual or group representing tenants), and you have significant concerns about the way we operate, you have the right to report this to the Scottish Housing Regulator (SHR). You should raise your concerns with us in the first instance to give us a reasonable time to respond and/or fix the failure. 

Further information about Significant Performance Failures is contained within our Complaint Handling Guide, on the SHR's website and within their Complaints and Serious Concerns leaflet.

Complaints about a regulated body
As a registered social landlord, GWHA falls within the Scottish Housing Regulator’s (SHR) definition of a ‘regulated body’. If you have a complaint about GWHA you should follow our complaints procedure in the first instance to give us a reasonable time to respond and/or resolve your concern.

Further information can be found on the SHR’s website, and within their Factsheet: Complaints about a regulated body.

Service Quality Guarantee
Our recently updated Service Quality Guarantee, sets out the standards of service that tenants, owners and other service users are entitled to receive from us; and likewise sets out our expectations of you. 
Read more here.

Related Documents
GWHA Complaint Handling Guide
Unacceptable Actions Policy
Service Quality Guarantee
GWEn Customer Complaint Guide
Complaint & Compliment Form
SHR Complaints and Serious Concerns Leaflet -  Information for tenants and service users of social landlords (April 2024)
SHR Guidance on Complaints about a Regulated Body 

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Glasgow West Housing Association
5 Royal Crescent
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
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Glasgow West Housing Association ©
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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.