Your Feedback – compliments and complaints
Compliments and complaints
We’re committed to providing our residents with a great service. Your feedback is valuable to us as it helps us to continually improve our services.
If you’d like to help shape our services, why not become one of our involved residents? You can find out how you can get involved and work with us to design, monitor and scrutinise our services here - Getting Involved
Give us your feedback
Make a complaint
We’re really sorry you're unhappy with our service. We encourage you to get in touch with us about anything you’re dissatisfied with as we can use this information to learn and understand where we’ve got things wrong and look to improve the situation.
You can get in touch with us by:
- telephone on 0800 0193 222
- emailing us at enquiries@sbha.org.uk
- using our online form
- You can also write to us or call in to our Head Office at South Bridge House, Whinfield Road, Selkirk, TD7 5DT.
Our Complaints Leaflet also explains how you can raise matters with us and describes the next steps.
What happens next?
When you get in touch with us to raise something you’re unhappy about we’ll ask you what you’d like us to do to put things right. We can often resolve matters immediately. However if we need to make further enquiries to resolve the matter, we aim to respond within 5 working days for a stage 1 complaint.
If you are dissatisfied with our response at stage 1, you can ask us to consider your complaint at stage 2 and we aim to investigate and respond within 20 working days.
Further information about the complaints process we follow can be found in the quick guide below,, on the Scottish Public Services Ombudsman site Making a complaint | SPSO or by watching this video https://youtu.be/NdXIgeISy_g
We also have a Complaints Handling Policy
Quick guide to our complaints procedure
Our latest complaints figures
Following the Scottish Public Services Ombudsman’s (SPSO) new Model Complaints Handling Procedure (MCHP), which came into effect in April 2021 SBHA records whether a complaint was:
- Upheld
- Not upheld
- Partially upheld
- Resolved
| October-December 2023 | October-December 2024 | How we're doing | |
|---|---|---|---|
| Total complaints received | 92 | 81 | |
| % Stage 1 complaints responded to within SPSO timescales | 88% | 71% | |
| % Stage 2 complaints responded to within SPSO timescales | 94% | 53% | |
| Average days taken to respond - Stage 1 | 4 | 5 | |
| Average days taken to respond - Stage 2 | 18 | 22 | |
| Not upheld | 17 | 19 | |
| Partially upheld | 16 | 16 | |
| Upheld | 43 | 33 | |
| Resolved | 16 | 13 |
Customer Service Standards
Our Customer Service Standards have been developed jointly by Tenants and team members of Scottish Borders Housing Association (SBHA).
Our Customer Service Standards are part of meeting our commitments to:
- Put our Tenants and their communities at the heart of all we do.
- Take pride in delivering excellent quality services, with courtesy and respect.
- Earn the trust of all people we deal with.
- Strive to give value for money, whilst being focused on accountability, transparency, and honesty.
Give a Compliment
We're really glad you're happy with our service. If you feel that we’ve gone above and beyond, it would be great to hear your feedback. Please let us know what we've helped you with so we can pass your praise along.
You can get in touch with us by:
- telephone on 0800 0193 222
- emailing us at enquiries@sbha.org.uk
- using our online form.
- You can also write to us or call in to our Head Office at South Bridge House, Whinfield Road, Selkirk, TD7 5DT.
