Cathcart & District Housing Association is committed to providing high-quality customer services.
We value complaints and use information from them to help us improve our services. If something goes wrong or you are dissatisfied with our services, please tell us.
How do I complain?
You can complain in person at our office, by phone, in writing, by email or using the form on our website.
It is easier for us to address complaints if you make them quickly and directly to the service concerned. So please talk to a member of our staff at the service you are complaining about. Then they can try to resolve the issue.
When complaining, please tell us:
- your full name and contact details
- as much as you can about the complaint
- what has gone wrong; and
- what outcome you are seeking.
You can contact us in the following ways: -
- By telephoning us on 0141 633 2779
- In person at CDHA, 3/5 Rhannan Road, Glasgow, G44 3AZ
- In writing to CDHA, 3/5 Rhannan Road, Glasgow, G44 3AZ
- By emailing info@cathcartha.co.uk
- Online using our webform
Our full complaints process is set out in our Complaints Handling Procedure.
What if I am still dissatisfied?
After we have given you our final decision, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.
The SPSO can be contacted using the below details:
- In person: SPSO, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS
- By post: Freepost, SPSO
- By telephone: 0800 377 7330
- Online: www.spso.org.uk
Serious Concerns
The SHR defines a serious concern as when your social landlord:
- has acted in a way which puts tenants’ interests at risk and this affects, or could affect, a group of tenants or all tenants; or
- repeatedly fails to achieve outcomes in the Social Housing Charter or outcomes agreed with tenants; or
- has not reported its performance annually to its tenants or has reported it inaccurately; or
- does not meet our standards for how an RSL should govern itself and manage its finances; or
- has not met any performance improvement, governance or financial management targets we have set it in their Engagement Plan.
Examples of a serious concern includes:
- fails to consult with tenants on a rent increase; or
- does not make its engagement plan available and accessible to tenants; or
- does not collect data relating to the protected characteristics of their tenants; or
- regularly fails to do gas safety checks when it should; or
- regularly does not do repairs when it should; or
- does not allow tenants to apply for another house; or
- does not respond formally to complaints.
For further information, please read the SHR Complaints and Serious Concerns factsheet which identifies the difference between a complaint and serious concern, lets you know what to do and who to contact.