Compliments and complaints

You can complain about things like:

• delays in responding to your enquiries and requests
• failure to provide a service
• our standard of service
• dissatisfaction with our policy
• treatment by, or attitude of, a member of staff
• our failure to follow proper procedure.

Your complaint may involve more than one of our services or be about someone working on our behalf.

There are some things we can’t deal with through our complaints procedure. These include:

• a routine first-time request for a service, for example reporting a problem that needs to be repaired or initial action on anti-social behaviour
• requests for compensation
• our policies and procedures that have a separate right of appeal, for example, if you are dissatisfied with the level of priority you have been given when applying for a house, you may have the right to appeal against the decision. Details of how to do this are set out in our Housing Appeals process
• issues that are in court or have already been heard by a court or a tribunal
• an attempt to reopen a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision following a Stage two investigation. If you are still not satisfied, you can ask the Scottish Public Services Ombudsman (SPSO), or where appropriate The Care Inspectorate for an independent review of the complaint.

If other procedures or rights of appeal can help you resolve your concerns we will give information and advice to help you.

Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service.

You can complain by email, by telephone, online, in writing, by using our online form or by visiting our office.

When complaining, tell us:

• your full name and address
• as much as you can about the complaint
• what has gone wrong
• how you want us to resolve the matter.

If, after receiving our final decision on your complaint, you remain dissatisfied with our decision or the way we have handled your complaint, you can ask the The Scottish Public Services Ombudsman (SPSO) or where appropriate The Care Inspectorate to consider it. We will tell you how to do this when we send you our final decision.

The Scottish Housing Regulator has in place a process for significant performance failures.

Where appropriate The Care Inspectorate offers independent advice.

Stage 1 complaints

You can:

• talk to your housing officer
• report it on My Online Services
• call us on 0800 561 0088
• email us at talk@wheatleyhomes-east.com

We will tell you who is responsible for resolving your complaint within two working days. We will always try to resolve your complaint quickly, within five working days. If you are dissatisfied with our response, you can ask us to consider your complaint at Stage 2.

Stage 2 complaints

You can:

• email us at complaints@wheatley-group.com
• write to us at Group Complaints Team, Wheatley House, 25 Cochrane Street, Glasgow, G1 5HL.

We will review your complaint at this stage, if you are dissatisfied with our response at Stage 1. If it is clear that a complaint is more complex, sensitive or needs a detailed investigation or if there’s a specific reason why it cannot be resolved quickly, we will investigate it as a Stage 2 complaint. We will acknowledge your complaint within two working days. We will give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.

We collect information about the complaints we receive and use this feedback to help improve our services.

You can find information below about the number of complaints received and the type of complaints we received for Quarter 1 2024/25.

* SPSO (Scottish Public Services Ombudsman)