Comments and Complaints

NEWS & EVENTS

Formal Notice & Information Sheet - October 2023

We aim to provide a first class service to tenants, housing applicants, factored owners and others who use our services. There may be occasions, however, when our service falls short or when you may have suggestions for improvement. There may also be times when you would like to tell us that you are happy with the service you have received.

GWEn Complaint Guide
Your comments, suggestions and complaints are important to us, as they help us improve the services we provide. Read more in our GWEn Complaint Guide.

Making a Complaint, Comment or Compliment
You can formally record a comment or complaint by:

Completing our online contact form, ensuring you provide sufficient information for us to investigate
Email us at admin@glasgowwestha.co.uk (use our feedback form if you wish)
Return a completed feedback form to our office at 5 Royal Crescent
Call us on 0141 331 6650

We do not record complaints through our Facebook and Twitter account; you will signposted to use one of the methods above.

Unacceptable Actions

We expect staff to treat customers with courtesy and respect and the same courtesy and respect is expected from customers. If any actions/ behaviours are deemed unacceptable during the complaints process, we will review these in line with our Unacceptable Actions Policy.

First-tier Tribunal for Scotland (Housing and Property Chamber)
If, following exhaustion of GWEn’s complaints handling procedure, you remain dissatisfied you have the right to take your complaint to the First-Tier Tribunal for Scotland (Housing and Property Chamber) for a determination as to whether we (GWEn) have failed to carry out our factoring duties, or failed to comply with the Code of Conduct. Please see section 8 of the GWEn Complaint Guide for full details.

Service Quality Guarantee
Our recently updated Service Quality Guarantee, sets out the standards of service that tenants, owners and other service users are entitled to receive from us; and likewise sets out our expectations of you.
Read more here.