Customer Feedback

Our Commitment to You

At Paisley Housing Association, you’re at the centre of everything we do. We want every experience you have with us to feel fair, supportive and straightforward and we work hard to get things right the first time. But if something doesn’t go as it should, we want you to feel comfortable telling us.

Your feedback genuinely shapes how we improve. When you share a concern, it helps us understand where we need to do better. And when you share a compliment, it tells us we’re getting it right and encourages us to keep building on what works well for you.

Every comment, complaint or compliment helps us learn, grow and deliver services that truly meet your needs. If something goes wrong, we’ll listen carefully and respond promptly. If something goes well, we’re grateful to hear that too.

What Can you Complain About

When something isn’t right, we want to hear from you.  If you’re unhappy with something we’ve done or haven’t done or if the service you received didn’t meet your expectations, please tell us. Your feedback helps us understand what’s gone wrong and gives us the chance to put things right.

You might want to make a complaint if you’ve experienced:

  • delays in getting a response to your enquiry or request
  • a service not being provided when it should have been
  • a service that didn’t meet the standard you expected
  • concerns about one of our policies or procedures
  • an interaction where a staff member’s attitude caused frustration
  • a situation where we didn’t follow the correct process

We know it can feel frustrating when things don’t go smoothly, and we appreciate you taking the time to let us know.

Time Limits for Making a Complaint

In most cases, complaints should be made within six months of the issue happening, or within six months of you becoming aware of it. We can’t usually accept complaints more than 12 months after the event, but if there are exceptional circumstances, we’ll always consider them.

We want to make it as easy as possible for you to tell us when something isn’t right. There are just a few situations that don’t fall under our Complaints Procedure. If your issue is one of these, we’ll still point you in the right direction so you get the help you need.

You can’t make a complaint about:

  • a routine, first‑time request for a service (for example, reporting a repair for the first time)
  • requests for compensation
  • decisions where you already have the right to appeal through a separate process

Even if your concern doesn’t count as a complaint, we’re still here to support you and make sure you’re directed to the right place.

How You Can Make a Complaint or Give a Compliment

We want to make it easy for you to share your experiences with us whether something has gone wrong or whether we’ve got it right. Your feedback helps us learn, improve, and celebrate what’s working well.

Ways to Get in Touch

You can share a complaint or a compliment in any of these ways:

  • call us on 0141 889 7105
  • write to us at 2 Lawn Street, Paisley, PA1 1HA
  • complete our online feedback form here

No matter what type of feedback you give, we’ll listen, respond where needed, and use your experience to help shape better services for everyone.    

What Happens After You Make a Complaint 

We want you to feel confident that your complaint will be taken seriously and handled fairly. Once you contact us, we follow a clear two‑stage process.

Stage 1 – Frontline Resolution

At this stage, we aim to sort things out quickly.

  • We’ll try to resolve your complaint as soon as possible, and usually within 5 working days.
  • If something has clearly gone wrong, we may offer an immediate apology, explain what happened, and take quick action to fix the issue.
  • If you’re not satisfied with the outcome, you can ask for your complaint to move to Stage 2.
  • Some more complex complaints may go straight to Stage 2 if they need a detailed investigation.

Stage 2 – Investigation

If your complaint needs a deeper look, or if you remain unhappy after Stage 1, it will be handled at Stage 2.

  • We’ll talk with you to understand why you’re still unhappy and what outcome you’re hoping for.
  • We’ll acknowledge your complaint within 3 working days.
  • You’ll receive a full response as soon as possible, and no later than 20 working days.
  • If we need more time to complete the investigation, we’ll keep you updated and agree new timescales where we can

What If I’m Still Not Happy After Stage 2?

If you feel your complaint hasn’t been handled properly or disagree with our final decision, you have the right to take it further.

Social Rented Tenants

If you are still dissatisfied you should contact the Scottish Public Services Ombudsman (SPSO) if you are a Tenant.

Home Owners

You can ask the First-tier Tribunal for Scotland (Housing and Property Chamber) to look into your case. 

Together, your voice and our commitment help create better services for everyone in our community.

Privacy Policy

Information on how we handle and use your personal information that you provide to us is included within our Privacy Policy.