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 Failures

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

To report an SPF, you should complete this 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.

The 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. You can also visit the SHR website for more information.

How to contact SHR

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.