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 talk@wlhp.org

Stage 2 complaints

You can:

Complaints update
 

Across WLHP during the third quarter of 2016/17, two complaints were received and were resolved within five working days.

Neither of these complaints was upheld, and both were resolved within the agreed timescale.

The most common type of complaint received across West Lothian Housing Partnership during 2016/17 related to repairs, with 66 per cent of complaints received related to repairs and maintenance.

The most common reason was about communication around appointments.

This matter has been highlighted to the senior management team and our contractors.

We want to hear about your experience so that we can learn and respond to the things we don’t do so well.

We aim to resolve all complaints within five working days.

You’ll know the name of the member of staff dealing with your complaint, and they’ll keep you informed of progress.

My rights
 

Our 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.