Complaint
We care about the services we provide to you and make every effort to maintain high standards. Sometimes, however, our services do not meet your standards and if this happens, we would like to know about it.
We aim to always improve as an organisation and learn from any complaints we receive, however large or small. If you would like to complain about any aspect of our service, then you can do this in the following ways:
Write:
Corporate Services Manager
Servite Housing Association
118 Strathern Road
Broughty Ferry
Dundee
DD5 1JW
Phone: Call us on 01382 480915 - between 09.00am to 17.00pm Monday -Thursday and 09.00am to 12.30pm on Friday.
Email: e-mail your complaint to enquiries@servite.co.uk
Fax: You can fax your complaint to 01382 480151
In person: Either contact us to arrange an appointment, or come into the office (during office hours) and someone will be able to talk to you.
Also, if you live in Sheltered Housing you have the right to complain to the Care Commission at any time, Scottish Commission for Regulation of Care, Compass House, Riverside, Dundee, DD1 4XA, Telephone 01382 207200.
In addition individual service users have a right to access the relevant local authorities' complaints procedure at any time if they are not satisfied with the outcome of an investigation undertaken via our complaints procedure. This right is available to all our service users who are in receipt of services purchased or provided by the local authority.
Timescales:
We will acknowledge your complaint in writing within 5 working days. If your complaint cannot be sorted out straight away a senior officer will investigate it and tell you the outcome of your complaint within 20 working days.
For details of our stages of complaints process and associated timescales, see our full complaints procedure.
What if I am not happy with the outcome?
If you do not feel that staff have resolved your complaint satisfactorily, you can appeal to the Association's Committee of Management.
If you have fully exhausted our complaints procedure and you are still unhappy with the outcome, you may contact the Scottish Public Services Ombudsman. The Ombudsman Service is the housing industry watchdog. You can contact them in the following ways:
Contact Details:
The Scottish Public Services Ombudsman
FREEPOST EH 641,
EDINBURGH,
EH3 0BR
Tele: 0800 377 7330 Fax: 0800 377 7331
Text: 0790 049 4372 E-Mail: ask@spo.org.uk
The Ombudsman will not investigate a complaint that has not passed through all the necessary stages of our complaints procedure.
Download our Complaints Policy for further information.
