Compliments and Complaints

We believe you should always expect a first-class customer service from us.

If we make a mistake, or if you're not happy with our services, we want to hear about it so we can learn what we did wrong and put it right where possible.  It's also nice to receive compliments as it helps our staff and volunteers to feel valued.  

 

You can submit a compliment or complaint in a number of ways including:

  • In person to any staff member
  • By calling one of our offices
  • By emailing feedback@bield.co.uk
  • By completing and submitting one of our online forms below

 

We follow the Scottish Public Service Ombudsman model complaint handling procedure.

 

You will find a copy of our Complaints Policy below or in the Policies & Procedures section of our website.  We also have a leaflet explaining the complaints process - this is available in normal or large font.  Copies of both leaflets can be found below or in the Leaflets section of our website.

 

 

Compliments Happy Face


 

Complaints Sad Face


 

Significant Performance Failure

As a social tenant, you can report significant performance failur (SPF) directly to the Scottish Housing Regulator.

To report an SPF, you should complete the form  or access a copy on the SHR website,

You should tell the SHR exactly what the issue is and demonstrate that it significantly affects a number of tenants.

You also  need to let the SHR when you raised it with us and how we responded.

SHR will contact you within five working days of receiving your reported SPF to tell you what they will do and their timescales.

Further information about our review process and how you can request a review is contained in our guidance, How to request a review of a regulatory decision on the SHR website.

How to contact SHR

Email shr@shr.gov.scot

Telephone 0141 242 5642

Postal Scottish Housing Regulator, Buchanan House, 58 Port Dundas Rd, Glasgow G4 0HF

Online www.housingregulator.gov.scot 

A copy of the SHR Significant Performance Failure factsheet is available in the downloads section below.

Please read our Privacy & Cookies Notice to find out how we handle your personal information when you submit a compliment or complaint to us.