We try to provide the best possible service to our tenant, but sometimes we don’t always get it right. If you are unhappy with any aspect of our service please let us know so we can correct it.
We treat complaints seriously and have a procedure in place.
Our complaints procedure can be accessed here.
Please note that our policy covers complaints with Castlehill Services and not complaints about neighbours or other organisations.
You can complain in person at any of our offices, or by phone on 01224 625822, in writing or by an email to email@example.com. It is easier for us to resolve complaints if you make them quickly and directly to the service concerned.
Complaints are dealt with in two stages.
Stage one – frontline resolution and if dissatisfied you may wish to take your complaint to;
Stage two – investigation
Details of our complaints procedure is available in the policy document.
If you remain dissatisfied with our decision or handling of your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to investigate it.
Scottish Public Services Ombudsman (SPSO)
Freepost EH 641, Edinburgh EH3 0BR
Telephone 0800 377 7330 Email: firstname.lastname@example.org
The Scottish Housing Regulator has published a guide titled “Complaints and Significant Performance Failures” which gives details on what you should do if you think we have failed to perform, this can be accessed here.
Complaints Reports will be available here from November 2019.
We’ve created a handbook with the help of tenants, for tenants. It has been designed as a guide to refer to at the start, during and at the end of your tenancy.
We have over 1900 properties across North East Scotland, including general needs, amenity, sheltered, very sheltered, mid-market rent and shared ownership.