Complaints
We are committed to providing high-quality customer services.
We value complaints and use information from them to improve our services.
If something goes wrong or you are dissatisfied with our service please tell us. If your complaint relates to Hillcrest Futures, you can chose whether to complain to us or direct to the Care Inspectorate. Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service. If you are a Hillcrest Homes tenant, and require further information on raising a complaint or serious concern, please see a factsheet provided by the Scottish Housing Regulator: Complaints and Serious Concerns.
Our complaints procedure has two stages:
Stage 1 – Frontline resolution
For issues that are straightforward and easily resolved, requiring little or no investigation. These are complaints that can be resolved within five working days or less.
Stage 2 – Investigation
For issues that have not been resolved at stage 1 or that are complex or “high risk”. These complaints require more investigation and a response will be provided within twenty working days.
