Skip to Main Content
phone-iconphone-icon

Your Feedback – compliments and complaints

Compliments and complaints

Hands holding three colorful paper emojis:

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

Picture of a smiling young woman wearing a headset, sitting at a laptop.

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
  • 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
  • You can also write to us or call in to our Head Office at South Bridge House, Whinfield Road, Selkirk, TD7 5DT.
Picture of a woman in an office setting