Complaints procedure
The Act lays down a complaint procedure if a homeowner is dissatisfied with the way in which a property factor has acted. The first step is for the homeowner to go through the Property Factor’s own internal complaint handling procedure. For the Council this is as follows:
In the event of a dispute please contact us directly in the first instance so we can resolve any issues. See contact us section.
This procedure outlines how to make a complaint, who can make a complaint and our procedure for dealing with a complaint. There are set timescales for dealing with complaints in our procedure and if these cannot be met then homeowners will be given an indication of the timescale and a reason for the delay.
The complaints process has two stages
Stage 1 – frontline resolution
This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem. We will advise of our decision at Stage 1 in five working days or less, unless there are exceptional circumstances. If we can’t resolve the complaint at this stage, we will explain why and tell the homeowner what they can do next. We might suggest that the homeowner takes the complaint to Stage 2.
Stage 2 – investigation
Stage 2 deals with two types of complaint: those that have not been resolved at Stage 1 and those that are complex and require detailed investigation.
When using Stage 2 we will
- acknowledge receipt of the complaint within three working days
- contact the complainer directly to understand why the homeowner remains dissatisfied and what outcome the homeowner is looking for
- give a full response in writing to the complaint as soon as possible and within 20 working days.
If our investigation will take longer than 20 working days, we will advise accordingly. We will agree a revised timescale with the homeowner and keep them updated on progress.
The Council’s complaints form can be found online.
The Housing and Property Chamber First-tier Tribunal exists to resolve complaints and disputes between homeowners and property factors. You may make an application in the following circumstances:
- Where you have notified the Council in writing of the reasons why you consider the Council has failed to carry out its factoring duties or failed to comply with the Code of Conduct for factoring OR
- After the Council’s complaints process has been exhausted, you believe that the Council has refused to resolve your complaint or has unreasonably delayed attempting to resolve your complaint.
First-tier Tribunal contact details:
First-tier Tribunal for Scotland
Housing and Property Chamber 4th Floor1 Atlantic Quay
45 Robertson Street
Glasgow
G2 8JB
Telephone
0141 302 5900