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Feedback & Complaints

We want you to receive a first class customer service in a quality home. That’s why it’s vital that we know what we’re doing well and what we could do better. We really value all feedback.

Received an excellent service? Let us know

Let us know when you’ve had a good experience of our services. We pass compliments to the relevant staff and share them across the organisation as examples of good practice.

Not happy? It's important that you tell us

While we always aim to do our very best, we know that things don’t always go to plan.

We’re genuinely sorry if something isn’t up to the standard you expect. It’s very important to tell us if this is the case so we can learn how we can improve and help to stop the same issue from happening again. 

Download our complaints leaflet for more details on how we handle complaints.

We handle around 200 complaints each year and manage them in line with guidelines issued by the Scottish Public Sector Ombudsman (SPSO). We always try to resolve issues as quickly as possible and within SPSO timescales. 

How to feed back

You can make a complaint or pay us a compliment by:

●      filling out our form below;

●      writing to or visiting us at:

12 New Mart Road

Edinburgh, EH14 1RL;

●      calling 0131 444 1200;

●      emailing us c@trustha.org.uk 

●      speaking to a member of staff face-to-face.

 

 

What if we're unable to resolve your complaint?

If we can’t resolve your complaint, you can ask the SPSO to look into it.

Visit the SPSO’s website for more information https://www.spso.org.uk/ 

Significant Performance Failure

A Significant Performance Failure happens if we fail to do something, or do something that puts tenants’ interests at risk. You can report a Significant Performance Failure (SPF) to the Scottish Housing Regulator. 

Find out more about Significant Performance Failures go the Scottish Housing Regulator's website.