If you are unhappy with any aspect of the service you receive from Waverley Housing then we want you to tell us so that we can try to put things right. Your comments are important because they help us to improve our services.
If you would like to make a complaint you can do so by:
- Completing the online contact form on our website.
- Telephoning us on 01450 364200
- In person – at our office at 51 North Bridge Street, Hawick, TD9 9PX
- Email us at firstname.lastname@example.org
No matter how you decide to make a complaint, we will treat you equally and with respect.
For information on how our complaints process works read our Complaints Handling Procedure.
You can download a copy of our most recent Complaints Report here.
Significant Performance Failures
A significant performance failure will occur when Waverley Housing fails to do something, or takes action that will put our tenants’ interests at risk. It will normally relate to a failure to meet our legal requirements or tenant commitments and it will affect many or all of our tenants. A significant performance failure will relate to services provided to tenants, for example Waverley Housing fails to carry out health and safety required, such as annual gas safety checks.
When a service failure affects only one tenant or a small number of tenants then this will be dealt with as a complaint.
For further information on Significant Performance Failures read the Scottish Housing Regulator’s leaflet.
For more information on raising concerns about a landlord click here to be directed to the Scottish Housing Regulator website.