Reporting Antisocial Behaviour
If you have a complaint about antisocial behaviour eg, nuisance, annoyance or harassment being caused by a neighbour (or anyone living with them or by a visitor to their home)
you may report it to the Association.
Antisocial Behaviour is when a person is being a nuisance to neighbours, an annoyance, spoiling the environment, or a source of harassment.
If this occurs more than once, you should report it to the Association.
Antisocial behaviour can be
reported online.
Again, you can instead contact us via phone, email, or in person at our office.
Making a Service Complaint
The Association aims to provide a top quality customer service but we are aware that sometimes we may not achieve this.
When this happens we want you to let us know and give us the opportunity to make things right for you.
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What can I complain about?
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A complaint is any expression of dissatisfaction about our standard of service, both provided by us and on our behalf, or our lack of action.
You can complain about things like:
- Delays in responding to your enquiries and requests
- Failure to provide a service
- Our standard of service
- Dissatisfaction with our policy
- Treatment by or attitude of a member of staff
- Our failure to follow proper procedure
Your complaint may involve more than one of our services or be about someone working on our behalf.
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What is not a complaint?
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There are some things we cannot deal with through our complaints procedure. These include:
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A routine first-time request for a service, for example reporting a problem that needs to be repaired or initial action on anti-social behaviour
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Requests for compensation
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Our policies and procedures that have a separate right of appeal, for example, if you are dissatisfied with the level of priority you have been given when applying for a house, you
may have the right to appeal against the decision
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Issues that are in court or have already been heard by a court or a tribunal
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An attempt to re-open a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision following a stage 2 investigation.
If you are still not satisfied, you can ask the Scottish Public Services Ombudsman for an independent review of the complaint
If other procedures or rights of appeal can help you resolve your concerns we will give information and advice to help you.
The
procedure for making complaints is available to view, and
complaints can be made on-line.
You can also contact us via phone, email, or in person at our office.
Scottish Public Services Ombudsman
After we have fully investigated, if you are still dissatisfied with our decision or the way we
dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to
look at it. More information is available in our procedure for making complaints.
Scottish Housing Regulator (SHR)
If you have concerns about the way we operate, then you have the right to report this to the SHR.
If you wish to find out more,
the SHR site has information
available, including a
Complaints and Significant Performance Failures (pdf) leaflet.
