Complaints
We are committed to providing the best possible service. If something goes wrong or if you are dissatisfied with any aspect of our service, please let us know so we can correct it. We value complaints, seeing them as an opportunity to improve our services.
An information form regarding how to complain is available here and our full complaints procedure can be accessed here. Please note that this procedure covers complaints about Castlehill services, and not complaints about neighbours or other organisations.
You can complain in person at our office, by phone on 01224 625822, in writing to Compliance Advisor, 4 Carden Place, Aberdeen, AB10 1UT or by email to info@castlehillha.co.uk. It is easier for us to resolve complaints when they are made quickly and directly to the service concerned.
Complaints are dealt with in two stages.
Stage one – frontline resolution and, if dissatisfied, you may wish to take your complaint to;
Stage two – investigation
If you remain dissatisfied with our decision or handling of your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to investigate it.
Scottish Public Services Ombudsman (SPSO)
Freepost EH 641, Edinburgh EH3 0BR
Telephone 0800 377 7330 Email: ask@spso.org.uk
The Scottish Housing Regulator has published a guide titled “Complaints and Significant Performance Failures” which gives details on what you should do if you think we have failed to perform, this can be accessed here.