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.

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:

  • talk to your housing officer
  • visit us at 62 North Birdge Street, Bathgate, EH48 4PP – and speak to a member of staff
  • report it on My WLHP
  • call us on 01506 416438
  • email us at

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 for 21/22 Quarter 4.

WLHP complaintsAll% against receivedTotal Stage 1% against receivedTotal Stage 2% against closed
Complaints received10 10 0 
Complaints closed10100.00%10100.00%00%
Complaints resolved440.0%440.0%00%
Complaints upheld660.0%660.0%00%
Complaints partially upheld00.0%00.0%00%
Responded within SPSO timescale10100%10100%00%

WLHP Quarter 4 complaints

My rights

The My complaints leaflet explains what to expect from us when we are dealing with your complaint.

It sets out the two-stage complaints process, what we do and timescales for each stage.

You’ll also find out what to do next if you remain unhappy with our decision or the way we handled your complaint.

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.