Comment, compliment or complain

We are committed to providing a first class service to all our tenants and other customers and aim to get things right first time.

When we review our service delivery, it’s helpful for us to know from our customers what innovations or services you liked, as well as where we let you down. So we’d like to hear all your views, good and bad.

When we get things right

Please let us know what aspects of our services you found beneficial or particularly liked.

When things go wrong

We realise there may be times when we make mistakes which could result in you being dissatisfied. Please tell us if this happens and let us know why you are unhappy with our services. We can only correct what went wrong and improve what we do if we are aware there is a problem. In some cases, a chat with a member of our staff may resolve the issue. However if your complaint is more serious, we have a formal procedure in place to allow us to deal with any complaints fairly and efficiently.

Making a complaint

The aim of our Comments, Compliments & Complaints Policy is to provide a clear outline of how we deal with complaints and to ensure every complaint is addressed in a structured manner.

The information leaflet on our Comments, Compliments & Complaints Policy, as well as the Comments & Compliments Form and the Complaint Form are available to download.

You can also request copies of these publications, as well as a copy of our full Comments, Compliments & Complaints Policy, by telephoning our office on 01563 528816.

Who can complain?

Complaints can be made by anyone who has received or requested a service from Atrium Homes, including:

  • tenants
  • applicants for housing
  • owner occupiers
  • other residents in our estates

You can also ask someone such as your local Councillor or MSP to act on your behalf.

What can you complain about?

You can complain about any aspect of service which you are dissatisfied with, such as:

  • 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 either verbally or in writing. It’s important we fully understand the nature of your complaint, so even if you do make it verbally, our staff will write it down and send you a copy.

Stage 1

If we receive a complaint, we will formally record it and decide how it will be handled. If we believe we can respond quickly and to your satisfaction, we will do so within 5 working days.

Stage 2

If you remain unhappy with the outcome after Stage 1 OR we believe your complaint is complicated or requires detailed investigation, we will acknowledge your complaint within 3 working days. We will provide the decision as soon as possible, but not later than 20 working days, unless there is a clear reason for extending this timescale.

Scottish Public Services Ombudsman

If, after we have responded to your complaint as set out at Stage 2 above, you are still dissatisfied, you have a right to contact the Scottish Public Services Ombudsman.

It’s important to note that the Scottish Public Services Ombudsman will only consider your complaint if you have exhausted Atrium Homes’ internal complaint procedure.

You should complain to the Ombudsman within 12 months of the first complaint.

Should the Ombudsman take up your complaint, we 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 on their website.

You may also contact them at 4 Melville Street, Edinburgh, EH3 7NS – telephone 0800 377 7330.