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Need to make a complaint?
We aim to get things right first time and want to you to tell us if there are occasions when we don't. Complaints help us monitor our services so we can improve our performance.
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When to complain
Please tell us if:
- We fail to provide a service or if there is a delay in providing it
- We provide a poor service
- Staff are unhelpful or impolite
- You experience unfairness, prejudice or discrimination
- We breach our policies or procedures
- You are unhappy about any other aspect of your experience as a tenant
How to complain
Step 1: Informally
Speak to your housing officer first. Tell them about the problem and how you would like it to be resolved.
Your housing officer will tell you what action is being taken.
Step 2: Formally
If the problem has not been resolved informally, you should contact us in one of the following ways:
- Complete the online complaints form
- Email feedback@linkhaltd.co.uk
- Write to Corporate Services, Link Group, 2c New Mart Road, Edinburgh, EH14 1RL
Standards
When we receive your formal complaint we will:
- Treat every complaint seriously and impartially
- Formally log your complaint and send you an acknowledgement within three working days
- Reply within 10 working days of the acknowledgement
- Let you know about any improvements we have made as a result of your complaint
- Publish the number of formal complaints we receive in the our tenant newsletter and say how we acted on them
Step 3: Appeals
If you are unhappy with the outcome of your complaint you can ask for the Director of Housing and Technical Services to reconsider it. She will respond within 28 days.
If you are still not satisfied, your complaint may be referred to the Chairperson of Link Housing Association's Board of Management. It will be discussed by the Board at its next monthly meeting and you will be informed of the outcome within the following five working days.
Step 4: Taking your complaint further
If you have followed all the procedures and are still dissatisfied, you should refer the matter to an independent arbiter. We will advise you of who to contact. In most cases it will be the Scottish Public Services Ombudsman, contact details for which are shown here:
Scottish Public Services Ombudsman
Freepost EH641
Edinburgh EH3 OBR
Telephone: 0800 377 7330
Text: 0790 049 4372
Email: ask@spso.org.uk
