Make a Complaint

Cassiltoun Housing Association is committed to providing high-quality customer service.

We value comments and complaints and use information from them to help us improve our services. Please tell us if you think we have done something well. Alternatively, if something goes wrong or you are dissatisfied with our services, please let us know. If you are unhappy with any service provided by the Association, you should make a complaint to us the first instance by submitting our online form.

Please view our Complaints Handling Procedure. 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 perfirmance 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

Please find below a factsheet on what a significat performance failure is and how you can report it to the Scottish Housing Regulator. The document can also be viewed by clicking on the following link:- https://www.housingregulator.gov.scot/for-landlords/advisory-guidance/how-we-work/significant-performance-failures-factsheet-for-tenants
Significant Performance Failures - Information For Social Landlord Tenants