Making a complaint


We try to get things right first time but sometimes there may be instances where you think we have not. In these cases we encourage you to make a complaint. Anyone can make a complaint about any aspect of our service. 


Complaints help us to learn how we can improve our services, and can help stop the same issue from happening again.


Our 'How to Complain' leaflet contains a summary of the complaints process. We also have a full complaints handling procedure which is available from any staff member. Please note the leaflet is designed to be downloaded and printed before being filled in by hand and posted back to us.  We regret we cannot currently offer the facility to fill the form out online. 


 Download our How to Complain leaflet (pdf, 463kb) 


Significant Performance Failures


A Significant Performance Failure occurs when a landlord fails to do something, or takes action that puts tenants' interests at risk. It will normally relate to the landlord's failure to meet its legal requirements or tenant commitments, and it will affect many or all of the landlord's tenants.


For more information on Significant Performance Failures, please see the Scottish Housing Regulator's factsheet


Improvements made following reviews of complaints:


  • We provide improved information to residents who apply for a special adaptation. Our acknowledgement letter provides an estimated waiting time a resident might face before their application can be granted, along with an explanation of the funding position.

  • We've introduced additional checks to ensure our charges to tenants are carried out promptly and accurately.

  • We have developed a revised staff training manual and information retrieval guidance within Hanover Telecare, which reflects points learned from customer liaison and feedback. All members of the Telecare team have a copy and the manual and is kept under review.