Compliments and complaints

We do all we can to get it right first time – but we know sometimes that’s not the case.

If we don’t get things right, we’ll listen and learn to stop it happening again. If you’re unhappy with any of our services then let us know.

Our complaints policy follows the Scottish Public Service Ombudsman complaint handling model.

We also want to hear from you if we’ve gone that extra mile to help. Fill in our form to tell us about the great service you've received.

What can I complain about?

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.

What can’t I complain about?

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.

Who can complain?

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

How do I complain?

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.

How long do I have to make a complaint?

Normally, you must make your complaint within six months of the event you want to complain about, or finding out that you have a reason to complain, but it should be no longer than 12 months after the event itself.

In exceptional circumstances, we may be able to accept a complaint after the time limit.

If you feel that the time limit should not apply to your complaint, please tell us why.

Care complaints

If your complaint relates to a care service we provide, you can choose whether to complain to us or the Care Inspectorate.

Information about the Care Inspectorate’s complaints procedure, contact details, offices around Scotland and information about how to complain are all on the Care Inspectorate website.


Homeowners should report repairs or other issues about shared areas to Lowther. Lowther staff will get in touch with owners about any work needed and make sure the costs are shared fairly.

Get in touch with staff by email, online or by phone at contact Lowther.

My rights

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.

How do I make a complaint?

Stage 1 complaints

You can:

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:

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.

Complaints update

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 23/24 Quarter 3.

Wheatley Homes East complaintsAll% against receivedTotal Stage 1% against receivedTotal Stage 2% against received
Complaints received141 125 16 
Complaints closed146103.5%128102.40%18112.50%
Complaints resolved4430.1%4333.6%15.6%
Complaints upheld4228.77%4031.25%211.11%
Complaints partially upheld149.59%129.38%211.11%
Responded within SPSO timescale14498.63%12698.44%18100%

* SPSO (Scottish Public Services Ombudsman)

Q3 Complaint Categories