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Make a complaint: Scotland

We know that sometimes things can go wrong and that you may become dissatisfied with our services.

Our aim is to ensure we handle your complaint in a prompt, polite and fair way, by working with you to find a resolution as soon as possible. Once we know something has gone wrong, we’ll work with you to put it right. 

We have fully adopted the Scottish Public Services Ombudsman’s model complaint handling procedure.

How to make a complaint

It is easy to make a complaint about our service. We have a dedicated team of Customer Resolution Coordinators, who handle complaints. They can work closely with your local team, to find out what happened and try to reach a resolution for you. 

To make a complaint you can:

Complaints Team
Places for People
PO Box 2070
Preston
PR5 9BY

When you contact us, please tell us:

  • your full name, address and contact number(s)
  • what happened, when it happened and how it affected you
  • what you think we should do to put things right

If you need support to make a complaint

We are committed to equality and accessibility and are happy to assist you if you need help in submitting a complaint. You can also ask a friend or relative to help you. We accept complaints from advocates once we have confirmed that they have been authorised to act on your behalf. 

We can provide you with details of advocacy services. We can also make any reasonable adjustments you may need, for example, by communicating with you in a certain way. 

What happens next

In line with the Scottish Public Services Model Complaint Handling Procedures, we support the earliest resolution of complaints. A member of our complaint handling team will triage your complaint to make sure we understand what went wrong, and the resolution you are looking for. They will try to resolve it within 5 working days or less at Stage 1. If the issue is more complex, or you remain dissatisfied, it’s easy to make a complaint at Stage 2. 

View our full complaints procedure.

Is your complaint about noise nuisance or anti-social behaviour?

To log a report of nuisance or anti-social behaviour, please sign into your online account and complete the relevant form. Alternatively, you can contact our Customer Service Centre.

If your complaint is about our service and how we handled any reports of nuisance or anti-social behaviour you reported, you can make a complaint in the usual way.

Contact details for the Scottish Public Services Ombudsman

Scottish Public Services Ombudsman
Bridgeside House
99 McDonald Road
Edinburgh
EH7 4NS

Freephone: 0800 377 7330.
Webform: https://www.spso.org.uk/contact-form

Complaints performance

We value complaints and use the information from them to learn lessons and make changes to improve our services.

We actively monitor our complaints and report to our Board Members on a quarterly basis and to the Scottish Housing Regulator.

Sharing your details

We may share your name and contact details with In House Research, an external company who we have appointed to carry out surveys so that we can obtain feedback from you on our complaints service. The appointed company will work on our behalf and will never use your information for any other purposes.