Compliments and complaints

Want to tell us about our service? Here's what you need to know.

We are committed to providing an excellent service and we value any compliments and complaints made to us and use the information to help us improve our services.

How to make a compliment?

We'd love to hear from you if you're happy with our service or if a member of our team has gone the extra mile.

You can tell us about great service in the following ways:

How do I make a complaint?

Stage 1

You can:

    Stage 2

    You can:

    What is a complaint?

    A complaint is when you tell us you are unhappy with action - or the lack of action - we have taken. It's also when you tell us you're dissatisfied with the standard of service provided by us or on our behalf.

    What can I complain about?

    You can complain about things like:

    • delays in responding to your enquiries and requests
    • failure to provide a service
    • our standard of service
    • dissatisfaction with our policy
    • treatment by, or attitude of, a member of staff
    • our failure to follow proper procedure.

    Your complaint may involve more than one of our services or be about someone working on our behalf.

    What can't I complain about?

    There are some things we can't deal with through our complaints procedure. These include:

    • a routine first-time request for a service, for example reporting a problem that needs repaired or an initial action on anti-social behaviour
    • requests for compensation
    • issues that are in court or have already been heard by a court or a tribunal
    • an attempt to reopen a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision following a Stage 2 investigation.

    How do I complain?

    You can complain in the following ways:

    When complaining, tell us:

    • your full name and address if this is in writing
    • as much as you can about the complaint
    • what has gone wrong
    • how you want us to resolve the matter.

    How do you deal with complaints?

    Stage 1: Resolving your complaint quickly

    We will tell you who is responsible for resolving your complaint within two working days. We will always try to resolve your complaint quickly, within five working days. If you are unhappy with our response, you can ask us to consider your complaint at Stage 2.

    Stage 2: Investigating your complaint

    We will review your complaint at this stage, if you are unhappy with our response at Stage 1. If it is clear that a complaint is more complex, sensitive or needs a detailed investigation, or if there’s a specific reason why it cannot be resolved quickly, we will investigate it as a Stage 2 complaint.We will acknowledge your complaint within two working days.

    We will give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.

    If you are not happy with our decision after Stage 2, you can raise your complaint with The First-tier Tribunal for Scotland (Housing and Property Chamber).

    Complaints update

    We collect information about the complaints we receive and use this feedback to help improve our services.

    You can find information below about the type of complaints we received for Quarter 3 2023/24.

    Lowther tenants complaintsTotal AmountTotal % against receivedStage 1 amountStage 1 % against receivedStage 2 amountStage 2 % against received
    Total number of complaints received99 85 14 
    Total number of complaints closed100101.0%88103.53%1285.71%
    Total number of complaints resolved1212.0%1213.6%00%
    Number of complaints upheld5959.00%5157.95%866.67%
    Number of complaints partially upheld1212.00%1011.36%216.67%
    Complaints responded to within SPSO timescale10010.00%88100.00%12100.00%