Complaints and Serious Concerns

Extract from the Scottish Housing Regulator's web site: 

Introduction
If you are a tenant of a registered social landlord (RSL), such as a housing association or co-operative, or if you are a council tenant, you can report complaints and serious concerns (CSC) to us. A group of tenants or an individual acting on behalf of tenants, such as a representative of a registered tenants’ organisation, can also report a CSC to us.
This factsheet in the link below explains what a CSC is, and how you can report it.

Complaints about your landlord
A CSC is not an individual tenant complaint about services. If you have a complaint, for example if you are unhappy about how your landlord carried out repairs to your own home, then you should raise this directly with your landlord through its complaints procedure. You can get a copy of the complaints procedure from your landlord. A separate factsheet on making a complaint about a landlord is available on our website. 

Link to complaints information for tenants and serice users: Link to document library

What should I do if I think there is a serious complaint?
If you think there is a CSC you firstly need to raise the issue directly with your landlord. You should give your landlord the chance to respond within its published timescale and reasonable time to address the issue. If your landlord does not dealt with the issue then you can report a serious complaint to us.

How do I report a Complaint or serious concern?
You should refer to the document in the link below for information on how to report a CSC.  You can also ask your Landlord to send you a copy of this leaflet.

What will we do?
We will:
» look at the information to decide whether it is a serious concern;
» provide you with advice, ask you for further information if we need it;
» ask the landlord for information if we need it;
» decide whether we need to contact other regulatory bodies;
» keep you updated about progress and tell you when we aim to make a decision; and
» write to tell you and the landlord our decision and the reasons.

We will decide whether it is a serious concern as quickly as possible. The length of time it takes will depend on:
» how complex the issue is;
» the amount of information we need to gather and look at; and
» how quickly we get the information we need.

What is a serious concern?
More information on what would be considered a CSC can be found in the guidnace booklet in the link below.

Information guide: Complaints and Serious Concerns