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We aim to enhance the quality of life of our clients and to regenerate and
                                       sustain our community through housing-led and resident controlled initiatives


Raising concerns about your Landlord


If you are unhappy with any service provided by the Association, you should make a complaint to us the first instance. A detailed complaints procedure and a full copy of the complaints policy can be found here. If you remain dissatisfied after having complained to us, you have the right to take your complaint to the Scottish Public Services Ombudsman. 

If you feel, however that the Association is accountable for a 'significant peformance failure', you can refer this to the Scottish Housing Regulator.


What is a Significant Performance Failure?


A significant performance failure is something that your landlord does, or fails to do, that puts the interests of its tenants at risk. This is something that does, or could, affect all of the Association's tenants.


A significant performance failure happens when:

  • your landlord is not delivering the outcomes and standards in the Scottish Social Housing Charter over a period of time; or
  • your landlord is not achieving the regulatory standards on governance or financial management.


Examples of a significant performance failure could include your landlord:

  • consistently not doing repairs when it should;
  • not allowing tenants to apply for another house;
  • putting tenants’ safety at risk because it is not doing gas safety checks when it should;
  • not helping tenants to report anti-social behaviour; and
  • not reporting its performance in achieving the outcomes and standards in the Scottish Social Housing Charter to its tenants

Cassiltoun Housing Association is a Registered Scottish Charity No. SC035544
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