Homes for Life Housing Partnership is committed to providing high-quality customer services.   

We value complaints and use information from them to help us improve our services.  If something goes wrong or you are dissatisfied with our services, please tell us.  It's also nice to receive compliments as it helps our staff feel valued and highlights what is important to you.  

It is easier for us to address complaints if you make them quickly and directly to the service concerned. So please talk to a member of our team so they can try to resolve the issue.  

You can make a complaint or give a compliment:  

- by calling - 01620 829 300  

- by emailing - 

- using our Tenant Portal

- using the comments form below

- in person at our office

- by writing to us

When complaining, please tell us:  

- your full name and contact details  

- as much as you can about the complaint  

 - what has gone wrong; and  

- what outcome you are seeking.  

You will find a copy of the Scottish Public Services Ombudsmen (SPSO) Complaints Procedure which, we have fully adopted here, and a quick guide to our procedure here or below.   

The most recent SPSO performance report on complaint handling is also available here.

Complaints procedure

You can make your complaint by phone, by email, online, in writing, or in person.

We have a two-stage complaints procedure. We will always try to deal with your 

complaint quickly. But if it is clear that the matter will need investigation, we will tell 

you and keep you updated on our progress.

Stage 1: Frontline response

We will always try to resolve your complaint quickly, within five working days if we can.

If you are dissatisfied with our response, you can ask us to consider your complaint at 

stage 2.

Stage 2: Investigation

We will look at your complaint at this stage if you are dissatisfied with our response at 

stage 1. We also look at some complaints immediately at this stage, if it is clear that 

they need investigation.

We will acknowledge your complaint within three working days.

We will confirm the points of complaint to be investigated and what you want to 


We will investigate the complaint and give you our decision as soon as possible. This 

will be after no more than 20 working days unlessthere is clearly a good reason for 

needing more time.

Scottish Public Services Ombudsman

If, after receiving our final decision on your complaint, you remain dissatisfied with our 

decision or the way we have handled your complaint, you can ask the SPSO to 

consider it.

By post Freepost SPSO

(this is all you need to write on the envelope, and you do not need to use a stamp)

Freephone 0800 377 7330

Online contact

Where you feel there may be a significant performance failure you can contact the 

Scottish Housing Regulator. This web page on the Scottish Housing Regulator’s 

website explains what this type of complaint is and when you can contact the Regulator.

See the Regulator’s factsheets here:

Read Complaints about a regulated body

Read Significant performance failures: information for tenants of social landlords

There are some complaints about housing that have an alternative route for 

independent review. We will tell you how to seek independent review when we give 

you our final response on your complaint.