At Fairfield we pride ourselves on providing a first-class service. However, from time to time there may be an occasion when you feel the need to complain. We regard a complaint as an expression or dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf. Complaints give us the chance to improve things and our service to so we take them seriously and welcome the feedback.
Complaints can cover a range of issues, such as:
Your complaint may involve more than one of our services or be about someone working on our behalf.
You can complain:
Ideally, speak directly to a member of staff about your complaint, as this allows us to hopefully resolve the issue quickly for you.
When complaining, tell us:
We will always tell you who is dealing with your complaint. Our complaints procedure has two stages:
We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem.
Give you our decision at stage one in five working days or less.
Deals with two types of complaint: those that have not been resolved at stage 1 and those that are complex and need detailed investigation.
If after we have fully investigated you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsmen (SPSO) to look at it.
Bridgeside House, 99 McDonald Road
Edinburgh EH7 4NS
Edinburgh EH3 0BR
If you are uphappy or have any concerns about Fairfield Housing Co-operative as a landlord please refer to the attached leaflet which provides information on complaints and service failures and how to contact the Scottish Housing Regulator.