Compliments and complaints
Good or bad, we love hearing from you!
We want to hear from you if you think we have gone the extra mile to help you. Our staff take pride in their work and love getting positive feedback. If you have received great service from our staff or contractors, then tell us!
At Albyn Housing we do all we can deliver our services right first time, but we know sometimes that’s not the case. We are committed to continuous improvement of the services that we provide to our tenants. If we don’t get things right the first time, we will listen to you and learn from our mistakes to stop them from happening again. If you are unhappy with the services we provide to you then let us know.
Our complaints policy follows the Scottish Public Service Ombudsman complaint handling procedure.
How do I make a complaint?
Complaints Handling Procedure 2021
Complaints Handling Leaflet
Scottish Housing Regulator's role is to monitor, assess and report performance of landlords, they have created the following guide for tenants about how to report serious concerns.
Information for tenants and service users
Data Handling Complaints
If you are unhappy with how Albyn Group has handled your personal data, you have the right to make a complaint. Please see our Data Handling Complaints Procedure for details of how to do this.
Using AI
We understand that AI tools can be helpful when putting your thoughts and concerns into words, particularly if writing is difficult or if you are unsure how to structure your feedback.
However, we encourage customers to share their experiences in their own words wherever possible. Authentic, personal feedback helps us better understand what has happened, how it has affected you, and what matters most to you.
Please be aware that AI-generated content can sometimes:
– include information that is not relevant to your experience
– change the focus or meaning of your feedback
– add details that are incorrect or did not happen
– use language that is overly formal, complex, or legalistic
– make it more difficult for us to identify the key issues you want us to look at
If you choose to use AI to help draft your feedback or complaint, please review it carefully before submitting it. Make sure it accurately reflects your own experience, concerns, and the outcome you are seeking.
Clear feedback written in your own words helps us understand your concerns more easily and allows us to respond more effectively.
Your voice matters to us. The most valuable feedback is an honest account of your own experience, written in the way that feels most natural to you.