The Association participated in a Complaints Handling Thematic Study carried out by the Scottish Housing Regulator in 2016 and the feedback report was published in 2017.

The study looked at:

·       How social landlords promote their complaints procedures;

·       How easy it is for service users to make a complaint;

·       How complaints are monitored; and

·       What lessons are learned from complaints to improve services

The following methods were used in assessing how well the Association deals with complaints:

·       Review of national performance information

·       Telephone interviews

·       Review of the Associations website

·       Tenant assessors: Mystery Shoppers

·       Analysis of supporting information supplied by us

The Scottish Housing Regulator (SHR) feedback was positive and the overall feedback was:

The Association is very good at promoting, assessing and handling complaints and had we received a higher level of complaints, we would be referenced in the Good Practice sections of the report. Complaints Handling Thematic Study