You can make your complaint by phone, in person, by email, in writing, via social media, or by completing our online form.
OUR CONTACT DETAILS
20 Fara Street, Glasgow, G23 5AE,
Telephone: 0141 945 3282
Email: enquiry@cadderhousing.co.uk
We have a two stage complaints procedure. We will always try to deal with your complaint at Stage One. But, if the matter needs a detailed investigation, we will tell you this and keep you updated on progress.
OUR COMPLAINTS PROCESS
Stage One – Frontline Resolution
We aim to resolve complaints quickly and as close to the point of service delivery as possible. We aim to resolve complaints within 5 working days or less, unless there are exceptional circumstances.
Stage 2 – Investigation
Stage 2 deals with two types of complaints: those that have not been resolved at stage 1 and those that are complex and require detailed investigation
We will acknowledge your complaint with 3 working days and we will give you our decision as soon as possible. This will be no more than 20 working days unless there is clearly a good reason for needing more time.
WHAT HAPPENS ONCE A COMPLAINT IS MADE?
Your complaint is recorded along with any action taken. All complaints are reported annually to the Scottish Housing Regulator and form part of our report on the Scottish Social Housing Charter. We also publicise our complaints performance externally and advise customers of any changes or improvements to service delivery which results from complaints.
Our full complaints process is set out in the Customer Guide to our Complaints Procedure.
The Scottish Public Services Ombudsman
If, after receiving our final decision on your complaint, you remain dissatisfied with our decision or the way we have handled your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) or where appropriate the Care Inspectorate to consider it.
SPSO CONTACT DETAILS
In Person: SPSO, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS
By Post: Freepost Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS
Freephone: 0800 377 7330
Online contact: www.spso.org.uk/contact-us
COMPLAINTS ABOUT FACTORING
The SPSO does not normally look at complaints about our factoring service. From October 2012 the Homeowners Housing Panel will try to resolve complaints and disputes between home owners and property factors. So if your complaint is about a factoring service, and you are still dissatisfied after our investigation stage you will be able to go to the Homeowners Housing Panel.
First Tier Tribunal for Scotland (Housing & Property Chamber)
20 York Street, Glasgow, G2 8GT
Telephone: 0141 302 5900
Website: www.housingandpropertychambers.scot
Email: HPCadmin@scotcourtstribunals.co.uk
GETTING HELP TO MAKE YOUR COMPLAINT
We understand that you may be unable, or reluctant to make a complaint yourself. We accept complaints from the representative of a person who is dissatisfied with our service.
We can take complaints from a friend, relative or an advocate, if you have given them your consent to complain for you. You can find out about advocates in your area by contacting Scottish Independent Advocacy Alliance or Citizens Advice Bureau.
SCOTTISH INDEPENDENT ADVOCACY ALLIANCE
www.siaa.org.uk or call 0131 524 1975
MARYHILL CITIZENS ADVICE BUREAU
1455 Maryhill Road, Glasgow, G20 9AJ
Telephone: 0141 948 0204
Website: www.cas.org.uk