Compliments and complaints

We do all we can to get it right first time – but we know sometimes that’s not the case.

If we don’t get things right, we’ll listen and learn to stop it happening again. If you’re unhappy with any of our services then let us know.

Our complaints policy follows the Scottish Public Service Ombudsman complaint handling model.

If your complaint is about one of our care services, you can also complain directly to the Care Inspectorate.

We also want to hear from you if we’ve gone that extra mile to help. Fill in our form to tell us about the great service you've received.

How do I make a complaint?

Stage 1 complaints

You can:

Stage 2 complaints

You can:

Complaints update

We collect information about the complaints we receive and use this feedback to help improve our services.

You can find information below about the number of complaints received and the type of complaints we received from 2023/2024.

Wheatley Homes South complaintsAll% against receivedAmount% against receivedAmount% against closed
Complaints received534 463 71 
Complaints closed52999.1%45698.49%73102.82%
Complaints resolved11421.6%11425.0%00%
Complaints upheld10920.60%8719.08%2230.14%
Complaints partially upheld6211.72%5211.40%1013.70%
Responded within SPSO timescale50896.03%43595.39%73100.00%

* SPSO (Scottish Public Services Ombudsman)

Qtr 3 Complaints Categories

My rights

The Scottish Public Service Ombudsman oversees complaints handing for public services in Scotland.

The Scottish Housing Regulator has in place a process for significant performance failures.

Where appropriate The Care Inspectorate offers independent advice.

The First-tier Tribunal oversees complaints for Factoring and Mid-Market Rents.

Wheatley Homes South is also a member of the Council of Letting Agents who also oversee complaints for Mid-Market Rents.