Caledonia Housing Association is committed to providing high-quality customer services.

We value all complaints as we believe they help us find ways to improve our service delivery.

If something goes wrong, we want to hear about it. You would normally have a period of six months to do so unless there are exceptional circumstances.

We have adopted the Complaints Handling Procedure which has been developed by the Scottish Public Services Ombudsman (SPSO). You can access their website at: SPSO

If you make a complaint to us about our service delivery, we will respond in line with the procedure.

We aim to respond to Stage 1 complaints within 5 working days and Stage 2 complaints within 20 working days.

You can read more about how we will process your complaint in our Summary Leaflet which is available within our Documents section under the Sub Heading, Complaints.

How can I Complain?

You can contact us by post, e-mail, telephone or in person at any of our offices. You can also use our complaints form.

Can anyone Complain?  

Anyone who receives, requests or is affected by a service from us can make a complaint.  You can complain on your own behalf, or anyone else can make a complaint for you.  We may need a signed mandate from you authorising that person to act on your behalf.