Feedback & Complaints

We really value feedback, complaints and compliments.  We use this information to help improve the services we deliver to you. We don't always get it right, but we strive to deliver the best customer experience every time we engage with our customers.

How can I make a complaint?

If something has gone wrong or you are dissatisfied with our services, it's important that you tell us. We really value complaints and use information from them to help us improve our services. We’re committed to continually improving what we do and how we perform.

Anyone who receives, requests or is affected by our services can make a complaint. This includes our customers, but also members of the public who could have access to or be affected by our services, including anti-social behaviour/neighbour nuisance.

You can raise a complaint with us using any of the methods below:

  • in person at any of our office
  • by completing and submitting the contact form
  • by phoning us on ?????????
  • by emailing us at info@wsha.org.uk
  • in writing to WSHA

Do you have a complaint about the Whiteinch Centre, WSPM or WS Estate Services?

Please follow the same process set out for WSHA and we will make sure that you complaint is acknowledged, investigated and responded to in line with our complaints handling process. 

What is a significant performance failure?

A Significant Performance Failure (SPF) happens if we fail to do something or do something that puts our customers’ interests at risk. You can report a Significant Performance Failure by visiting the Scottish Regulator Website.

Find out more about Significant Performance Failures here.

How do we manage complaints and how do we perform?

You can find out more about how we manage our complaints by reading our Complaints Handling Handbook and our Complaints Policy in the document library.  

Third Party Representation in Complaints 

In certain circumstances customers will give consent for a complaint to be raised / handled on their behalf by a representative (examples below),

  • Power of attorney
  • Friend/relative support
  • Professional support worker
  • Advocacy service
  • MP/MSP
  • Other (please provide detail below

In these circumstances complaints consent form will be required to be completed and signed by the customer before WSHA will engage with any representative on their behalf.