Complaints

Link welcomes complaints from its tenants, service users, customers, partners and colleagues. There are different complaints policies and procedures, depending on which part of the Link Group provides the service about which you have concerns.

Please use the following links to access documents which will explain our policies and offer guidelines on making a complaint. Link has a group-wide complaints policy, which you should read before accessing the complaints procedure for the company you wish to complain about.

Group-wide complaints policy

Scottish Public Services Ombudsman report - October 2007

The Scottish Public Services Ombudsman (SPSO) recently issued an investigation report relating to a complaint about Link. The SPSO partially upheld the complaint. Link has accepted the SPSO’s recommendations and will act on them.

Overview

The complainant (Mr C) raised two main issues: whether or not housing association staff informed a prospective tenant (Mr A) about anti-social behaviour problems; and, how the housing association's parent organisation responded to the complaint.

Specific complaints and conclusions

The complaints which have been investigated are that:

(a) the alleged failure of Link Housing staff to inform Mr A about anti-social behaviour problems in the area of the property (no finding); and
(b) the investigation conducted by Link Group Limited (Link Group) was flawed and not in accordance with the complaints policy (partially upheld).

Redress and recommendations

The Ombudsman recommends that Link Group consider:

(i) seeking external advice, for example from the Information Commissioner's Office, on how to deal with disclosure of information on third parties who are responsible for anti-social behaviour;
(ii) amending the checklist used at sign-up so that it clearly shows that information on their anti-social behaviour policy has been passed to the tenant. Link Group might also wish to consider a free-form section on the checklist so that staff can note other relevant or specific issues that have been discussed. Link Group should remind its staff that the checklist must be signed by their staff and the tenant in all cases;
(iii) making a record of interviews with staff that are conducted as part of an internal investigation; and
(iv) what is meant by 'full and fair' as stated in their complaints policy.

View the full report

Page last updated on Tuesday, 22 July 2008