Compliments and complaints
We do all we can to get it right first time – but we know sometimes that’s not the case.
If we don’t get things right, we’ll listen and learn to stop it happening again. If you’re unhappy with any of our services then let us know.
Our complaints policy follows the Scottish Public Service Ombudsman complaint handling model.
We also want to hear from you if we’ve gone that extra mile to help. Fill in our form to tell us about the great service you've received.
How do I make a complaint?
Stage 1 complaints
- talk to your housing officer
- visit your local housing office – or our city centre GHA Shop at 177 Trongate, G1 5HF – and speak to a member of staff
- report it on My GHA
- call us on 0800 479 7979
- email us at firstname.lastname@example.org
Stage 2 complaints
- email us at email@example.com
- write to us at Group Complaints Team, Wheatley House, 25 Cochrane Street, Glasgow, G1 5HL.
Across GHA during 2016/17, a total of 947 complaints were resolved.
Of these, 52% were upheld and 95% were resolved within the agreed timescale.
The most common type of complaint related to repairs, and the most common reason was the quality of service and missed appointments.
This matter has been highlighted to our contractor to ensure that appointments are appropriately and effectively scheduled and communicated to tenants.
We want to hear about your experience so that we can learn and respond to the things we don’t do so well.
We aim to resolve all complaints within five working days.
You’ll know the name of the member of staff dealing with your complaint, and they’ll keep you informed of progress.
Our complaints leaflet explains what to expect from us when we are dealing with your complaint.
It sets out the two-stage complaints process, what we do and timescales for each stage.
You’ll also find out what to do next if you remain unhappy with our decision or the way we handled your complaint.
To find out more, click on our complaints policy leaflet.
The Scottish Public Service Ombudsman oversees complaints handing for public services in Scotland.
The Scottish Housing Regulator has in place a process for significant performance failures.
Where appropriate The Care Inspectorate offers independent advice.