Complaints, Comments and Compliments

Fyne Homes is committed to providing a first class service but we accept that there may be occasions when we don’t get it quite right. If you have a complaint or are disappointed with our service we would welcome the opportunity to try to put things right and also see if we can improve our services.

We have a detailed Complaints Handling Procedure that is designed to help us resolve any customer dissatisfaction quickly and as close to the point of service delivery as possible.

Comments, Suggestions and other Feedback

We welcome all feedback both positive and negative as it helps us to improve services. You can share your views with us in many ways. Send us an email or letter; speak to a member of staff or use our online contact form.

Significant Performance Failures

The Scottish Housing Regulator (SHR) can consider issues raised with them about ‘significant performance failures’. A significant performance failure is something that we do or fail to do that puts the interests of our tenants at risk.  This is something that does, or could, affect all of our tenants. If you are affected by a problem like this, you should first report it to us. If you have told us about it but we have not resolved it, you can report it directly to the SHR. Further information on raising concerns about a significant performance failure can be found by following this link.  Raising concerns about a landlord

The Scottish Housing Regulator’s factsheet on Significant Performance Failures can be found by following this link. Factsheet

The Scottish Public Services Ombudsman

Anyone who remains dissatisfied at the end of our complaints process can ask the Scottish Public Services Ombudsman (SPSO) to investigate the matter. The SPSO's contact details are:

• Freephone: 0800 377 7330
• Mobile site: http://m.spso.org.uk
• SPSO,4 Melville Street, Edinburgh, EH3 7NS
• SPSO, Freepost EH641, Edinburgh, EH3 0BR.

Dealing with unreasonable complaints

Generally, dealing with complaints is a straightforward process, but in a minority of cases:

• people don’t work with us to resolve the issue

• continue to complain about issues that have already been responded to

In these circumstances we reserve the right to refuse to deal with the complaint, or to deal with it under our Unacceptable Actions and Behaviours Policy if, in our view, it is being pursued unreasonably or merits being handled in a different manner to our complaints policy and procedure.

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