Complaints

We value complaints and use what you tell us to improve the services we deliver. We might not always get it right, but we strive to deliver 10/10 experiences every time.

If something has gone wrong or you are dissatisfied with our services, it's important that you tell us. We really value complaints and use information from them to help us improve our services. We are committed to continually improving what we do and how we perform.

Anyone who receives, requests or is affected by our services can make a complaint. This includes our customers, but also members of the public who could have access to or be affected by our services, including anti-social behaviour/neighbour nuisance.

You can raise a complaint with us using any of the methods below:

• in person at any of our offices or developments
• by completing and submitting the contact form on the right
• by phoning us on 0131 444 1200.
• by emailing us at complaints@trustha.org.uk
• in writing to Trust Housing Association, 12 New Mart Road, Edinburgh, EH14 1RL

We have a two-stage complaint process-

Stage 1: Frontline response
We aim to respond to straightforward complaints within five working days. In exceptional circumstances, this may be extended by up to five further working days.

Stage 2: Investigation
Complaints requiring detailed investigation, or where you remain dissatisfied after Stage 1, will be considered at Stage 2. We will acknowledge these within three working days and normally provide a final response within 20 working days.

If you remain dissatisfied after completing our complaints process, you can ask the Scottish Public Services Ombudsman to consider your complaint. Our final Stage 2 response will explain how to do this.

Need help making a complaint?
We can help you make your complaint and provide information in alternative formats. We can also arrange interpretation or translation, support British Sign Language users and agree reasonable adjustments. You can ask a representative or advocate to complain on your behalf.

Complaints involving children and young people
Children and young people can make complaints themselves or with help from a parent, carer, advocate or another trusted person. We will explain the process in an accessible way, listen to their views and consider their rights, privacy, safety and best interests.

Do you have a complaint about our care & support services?

We would recommend that all complaints should be raised with us directly using any of the methods above, giving us the opportunity to make sure we put things right as quickly as possible!

However, if you remain concerned or dissatisfied about the standard of care or support provided by our registered services you can raise this directly with the Care Inspectorate.

Do you have a data protection complaint?

We would recommend that all complaints regarding data protection or how your data has been handled be raised with us directly using any of the methods above, giving us the opportunity to make sure we put things right as quickly as possible.

If you remain concerned or dissatisfied about the way your data protection complaint has been handled, you can then refer this to the Information Commissioner for review.

Raising a serious concern

The Scottish Housing Regulator can consider a serious concern where a landlord regularly and repeatedly fails to meet regulatory requirements, the failure affects or could affect a group of tenants, and tenants’ interests are put at risk. This is different from an individual complaint, which should normally be handled through our complaint's procedure.

Find out more about reporting a serious concern and contact the Scottish Housing Regulator on their website here.

How can I find out more about the complaints process & how you are performing?

You can find out more about how we manage our complaints by reading our Complaints Handling Handbook and our Complaints Policy in the related downloads section below or you can monitor our complaints management performance in our how we're performing page.