ARK HOUSING ASSOCIATION AND ARK COMMUNITY NETWORKS ARE COMMITTED TO PROVIDING A HIGH STANDARD OF SERVICE TO ITS CUSTOMERS IN ALL AREAS OF OPERATION.
We accept, however, that despite our best efforts there may be occasions when a customer may not be satisfied with the way we deal with a particular case.
Anyone who receives or asks for a service from ARK Housing Association can make a formal complaint including tenants, tenant’s representatives, persons receiving a support service, advocates, housing applicants etc.
We would encourage customers to set out their complaint in writing. We do, however, recognise that complaints can also be made verbally or by a phone call, an interview, or through a third party. We will also deal with anonymous complaints when practically possible.
We hope that in most cases complaints can be resolved at a local and informal level through speaking directly to staff concerned, however should this prove unsuccessful or due to the nature of the complaint you can make a complaint to The Chief Executive, who will investigate your complaint and let you know the outcome within a specified timescale.
We will ensure that customers can access appropriate assistance to make a complaint should they so wish.
We will also ensure that people are provided with our complaints procedure in a format which is accessible to them including in graphic, large print, audio, Braille and in ethnic languages.
While our complaint system covers all aspects of ARK’s service, customers can also make complaints to both the:
Scottish Public Service Ombudsman
4 Melville Street
Edinburgh EH3 7NS
Care Commission
Compass House
11 Riverside Drive
Dundee DD1 4NY
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