We value all feedback, good and bad and we use this information provided to learn from and improve our services to you.
Our complaints handling procedure reflects Molendinar Park Housing Association’s commitment to valuing complaints.
If something goes wrong or you are dissatisfied with our services, please tell us so we can help resolve your problem and learn from it. Similarly, if you think we do something really well please tell us so we can keep doing it! You can use the online form to submit your complaint or contact us to submit a compliment, alternatively please contact the office on 0141 564 5256 or admin@molendinar.org.uk.
I have a complaint, what is the process?
There is a two stage process and complaints can be dealt with in writing, by email, face to face or by telephone. All complaints are reported annually to the Scottish Housing Regulator and form part of our report on the Scottish Social Housing Charter and our Management Committee monitors our complaints in reports 4 times a year. We aim to use all complaints to learn lessons.
Our full complaints process is set out in the Complaints Handling Policy.
Stage One - Frontline Resolution
Frontline resolution means resolving complaints quickly and on-the-spot if possible. When we receive a complaint we must give a decision within five working days unless there are exceptional circumstances. In these cases, we agree a timescale with the person making the complaint of no more than a further five working days. If the complaint is not resolved at this stage, it will progress to the investigation stage.
Stage Two - Investigation
Investigation stage complaints are complaints which have either not been resolved at stage one (see above) or are too complex to deal with quickly. The complaint must be acknowledged within three working days and resolved within twenty working days. Again, any revision on this timescale must be agreed with the person making the complaint and they must be kept updated on progress.
What happens if I am dissatisfied with the outcome after the investigation stage?
Complaints from our tenants
If you are unhappy with the way your complaint has been dealt with, or with the outcome after our investigation, you can take your complaint to the Scottish Public Sector Ombudsman.
The Scottish Public Sector Ombudsman can be contacted as follows:-
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In person: SPSO, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS
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By post: Freepost, SPSO
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By telephone: 0800 377 7330
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Online: www.spso.org.uk
Complaints from our factored owners
If you are not satisfied with our final response, you can approach the Scottish Government's First-tier Tribunal for Scotland (Housing and Property Chamber). They try to resolve complaints and disputes between homeowners and property factors.
The First-tier Tribunal for Scotland (Housing and Property Chamber) can be contacted as follows:-
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By post: Housing and Property Chamber, First-tier Tribunal for Scotland, Glasgow Tribunals Centre, 20 York Street, Glasgow, G2 8GT
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By telephone: 0141 302 5900
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By email: HPCAdmin@scotcourtstribunals.gov.uk
The Scottish Housing Regulator on Complaints has provided a fact sheet on this subject.
In addition, you can report a significant performance failure (SPF) to the Scottish Housing Regulator. For more information on this, please see the SPF Factsheet in the Useful Information section.