We are committed to providing a first class service to all our tenants and other customers and try to get things right first time. We do recognise however that there may be occasions when we make errors which could lead you to make a complaint.
We would like you tell us when this happens and make us aware when you are unhappy with our services as we can only improve what we are doing if we are aware of any issues. On certain occasions an informal chat with a member of staff may resolve the issue but if your complaint is more serious we have a formal procedure in place to allow us to deal with any complaints fairly and efficiently.
When reviewing our service delivery it’s helpful to know from our customers what innovations or service you’ve received that you’ve found beneficial or particularly liked so we’d also like to hear your positive views.
The aim of our Complaints Policy is to provide a clear outline of how complaints will be dealt with and to ensure that all complaints are addressed in a structured manner on each occasion. The information leaflet on our Complaints Policy as well as the Complaints Form is available to download via our website. You can also request copies of these publications as well as a copy of the full Complaints Policy by contacting the office.
Who Can Complain?
Complaints can be made by anyone who has received, or requested, a service from Atrium. As well as tenants, complaints can also be made by other customers such as applicants for housing, owner occupiers or other residents in our estates. You may also ask someone like your local Councillor or MSP to act on your behalf.What Can you Complain About?
- Failure to provide a service
- Delay in providing a service
- Poor quality service
- Staff or contractor attitudes
- Unfairness, prejudice or discrimination
How To Make a Complaint
Complaints can be made verbally or in writing however if the formal complaints procedure is being followed, then information must be recorded on the complaints forms although our staff will do this for you if necessary. We have three stages to our formal procedure.
On receipt of a complaint, it will be formally recorded and you will receive an acknowledgement advising which service manager is investigating your complaint. The service manager will contact you (normally within 10 working days) to advise of the outcome of the complaint or to request further information.
Appeals
If you are unhappy with the outcome following this stage, you may appeal to the Director who will review the decision of the service manager and carry out any other investigations that are needed. Any complaints still unresolved following this stage can be appealed to the Board of Directors which is the final internal stage of the complaints procedure. The Appeals Panel will consist of three members of Atrium’s Board and they will meet as soon as possible to review the case and all action and decisions taken to date. You are welcome to attend this Appeals Panel meeting. If you are still dissatisfied following this review, you have a right to contact the Scottish Public Services Ombudsman.
The Scottish Public Services Ombudsman will only consider your complaint if you have exhausted Atrium’s complaint procedure. You should complain to the Ombudsman within 12 months of the first complaint. Should the Ombudsman take up your complaint, Atrium will co-operate fully with their investigation and provide access to all relevant files and paperwork. More information regarding the Scottish Public Services Ombudsman is available via their website at www.spso.org.uk. You may also contact them at 4 Melville Street, Edinburgh, EH3 7NS – telephone 0800 377 7330.
