Complaints

If you are not happy with the service that Forgewood Housing Co-operative has provided, please let us know.  Wherever possible, the Co-operative encourages its residents and their representatives to solve complaints informally.  Sometimes this will not be possible, and a more formal process will be invoked. 

Forgewood has decided to divide all complaints into three distinct stages.  These are described as:

Stage 1 – Local Complaints

These are day-to-day housing management issues that can be dealt with by your local housing officer. Please contact him/her on 01698 263 311

If an informal solution cannot be found, the complainant should move on to Stage 2. The target timescale for this stage is 1 week.

Stage 2 – Directorate Complaint and Review

All Stage 2 complaints will be investigated by the Depute Director (or most senior member of staff available) who should review all previous action on the complaint and decide the best way forward. 

Where the complainant is dissatisfied with the outcome, Stage 3 should be used.  The target timescale for this stage is 2 weeks. 

Stage 3 – Management Committee and Appeal

This stage involves

• Policy or resource issues handled by the Committee
• Serious misconduct by a member of staff
• Actions of the senior member of staff 
• Appealing to the Committee asking them to change an earlier decision

A Complaints Sub-Committee will conduct an thorough investigation and its decision will be given to the complainant in writing. The target timescale for this stage is 2 weeks.

This is the final stage in the Co-operative’s procedure.  Complainants are advised to raise any continuing dissatisfaction with the Scottish Public Services Ombudsman. 

The Ombudsman

The Scottish Public Services Ombudsman provides a free and independent service to all of our customers and, where you have exhausted our own procedure and remain dissatisfied, he may decide to investigate on your behalf. 

The Ombudsman will not normally be able to deal with complaints until you have gone through the Co-operative’s own complaints procedure.

The Ombudsman’s address is :

Scottish Public Services Ombudsman
4 Melville Street
EDINBURGH
EH3 7NS
Tel no. 0870 011 5378
Fax no 0870  011 5379
E.mail enquiries@scottishombudsman.org.uk

Click here for further details about the Public Service Ombudsman.

To make a complaint click here to download the form.