There could be times in your housing experience when
you are not satisfied with a decision or action that affects you.
If this happens, learn how to make a proper complaint and you may
get that decision changed.
When making a complaint it can be very difficult to
keep calm and nonconfrontational, but this should be your aim.
Remember that you could be satisfied at any stage in the process of
the complaint. You should recognise this and not take the complaint
further than you need to. Remember:
• All local authorities and housing associations have
a written complaints procedure which you can ask to see and can
follow through.
• Enacting a complaints procedure can be a lengthy
process and cannot be shortened. Each stage must be gone through
until the process is finished.
• It is important to remember that you should go
through the internal complaints procedure before approaching the
Scottish Public Service Ombudsman.
• You must also accept that your complaint may not be
upheld and that the decision that caused the complaint may not
necessarily be changed in your favour.
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