Feedback and Complaints

Feedback from tenants, residents and the users of our service is essential in helping us shape our services and identify any areas requiring improvement.

From the 1st April 2013 the Association joined other Registered Social Landlords across Scotland by adopting a new Model Complaints Handling Procedure. It will only be used for complaints related to dissatisfaction with standards of service or action which the Association has taken/not taken. The purpose of the new model is to provide a standardised approach to customer complaints across the housing sector. This means that you should receive consistency when making a complaint about our service. All complaints must be recorded along with action taken and the outcome. The Association is responsible for reporting complaints to the Scottish Housing Regulator annually.

Essentially the new model is a two stage process. The first stage is aimed at quick resolution within five working days unless, due to exceptional circumstances, an extended timescale has been agreed with the customer. Complaints unresolved at this stage, or that are of greater complexity are fast tracked onto the investigations stage where they must be acknowledged within three working days. Thereafter the timescale for resolution of the complaint is twenty working days unless revised timescales have been agreed with the customer and they are kept up- to- date on progress.

If at the end of the investigations stage the customer is still dissatisfied, their complaint is passed onto the Scottish Public Services Ombudsman.

The Scottish Public Services Ombudsman can be contacted at:

Bridgeside House, 99 McDonald Road, Edinburgh Road, EH7 4NS

If you would like to visit in person you must make an appointment first.

or by post at: SPSO, Freepost EH641, Edinburgh, EH3 0BR

Ways of making a complaint or giving feedback on our service

• Completing our Online Feedback & Complaints Form (available to the right of this page)
• By e-mailing admin@elderpark.org.
• By telephoning 0141 440 2244.
• Calling into our office at 65 Golspie Street, Glasgow, G51 3EW.
• Writing to us at 65 Golspie Street, Glasgow, G51 3EW.

Further Information

For further information on the complaints process and what happens once you have made a complaint please see our Complaints Leaflet