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We are dedicated to providing our customers with the best service possible. With your feedback, we are able to better understand where we are doing well, and where we can improve. We record your feedback, big or small, no matter where it comes from as it helps us to deliver a better service.
We would also encourage our customers to consider getting involved with the Association or with a local group in your area. By working together we are able to improve not only services delivered by Housing Associations like ourselves but also improve the communities that we live in. We know that this can be a big ask but it can make a huge difference.
We love to hear about the good experiences that our customers have and would encourage you to let us know when this happens. It's great feedback as it helps us to see what services are doing well. We record these so that our staff and Board can see that the service we provide is welcome and that we are going in the right direction.
We do attempt to deliver a good service to our customers but accept that sometimes things go wrong. Our complaints handling procedure aims to deal with customers’ concerns when they arise. You can make a complaint by:
If your complaint can't be resolved straight away or within 5 working days, this is classed as a Stage 1 complaint. If it is more serious, we will acknowledge your complaint within 3 working days and endeavour to resolve it within 20 working days. See our Complaints Leaflet for all the details.
The Scottish Housing Regulator (SHR) can consider issues raised with them about ‘significant performance failures’.
A significant performance failure is defined by the SHR as something that a landlord does or fails to do that puts the interests of its tenants at risk, and which the landlord has not resolved. This is something that is a systematic problem that does, or could, affect all of a landlord’s tenants. You can ask us for more information about significant performance failures.
You can download an information leaflet here on reporting a significant performance failure, please
The SHR also has more information on their website www.scottishhousingregulator.gov.uk or you can phone them on 0141 242 5642.
If you are unsatisfied with the response from Cloch and have followed our Complaints Handling Procedure, please use the below details to take your complaint further.
If you a tenant and are not satisfied with the response Cloch gives you to a complaint and have followed our Complaints Handling Procedure, you can complain to the Scottish Public Service Ombudsman.
By Post: SPSO Freepost
Freephone advice line: 0800 377 7330
This is something your landlord does or fails to do, which puts the interests of the tenants at risk. This does, or could, affect all your landlord’s tenants. You should refer this to the Scottish Housing Regulator (Raising Concerns with the Regulator).
If your complaint is about the Association’s Housing Support Service this can be referred to the Care Inspectorate if you remain dissatisfied after going through the Complaints Handling Procedure.
If you are an owner and are not satisfied with the response Cloch gives you to a complaint and have followed our Complaints Handling Procedure, then you are able to take your complaint to the First Tier Tribunal for Scotland – contact details are shown below:-
Housing and Property Chamber
First-tier Tribunal for Scotland
Glasgow Tribunals Centre
20 York Street
Tel: 0141 302 5900
Website Address: www.housingandpropertychamber.scot
Select from the following options:
If invited, we will take part in discussions that focus on housing issues, the environment, and wider issues in your community.
This group is made up of customers who have volunteered to take an overview of how Cloch works for and on the tenant’s behalf. They are involved in activities that help us set the policies and processes of our business. They also help us assess how well we are meeting the standards in the Scottish Social Housing Charter.
If coming to meetings isn’t for you, you can work with us from the comfort of your own home, and engage with us by email (firstname.lastname@example.org). You can also get involved using our Customer Portal – My Cloch.
Estate Walkabouts allow tenants who live on our estates to tell us about common concerns or areas for improvement. Tenants will have the opportunity to come together and walk the estate with Cloch staff, to discuss and consider any important housing, environmental or social issue. We will tell you about walkabouts by letter, through our website, social media, and in our Newsletter.
Cloch likes to play an active role in your community. We do this through the promotion of community events to encourage as wide a participation of the community in the events and to help develop good relationships in the local area. The community events will be appropriate to the needs and profile of the tenants in our areas.
An independent survey of tenants is carried out on a regular basis (usually every 3 years) to provide a benchmark/measure of how services are being received.
Our Board is responsible for the biggest decisions that affect the work of the Association. There are opportunities for you to become involved with the Board. You will be fully supported by our staff.
As a Cloch Housing customer, you are eligible to become a member. This is how you ensure you are able to attend our Annual General Meetings and vote on any big decisions – and you can vote by proxy (through a member who does attend) if you prefer not to attend meetings in person.
We are always looking for articles for our newsletter which is published quarterly and aims to keep residents up to date about current housing issues and give feedback on how well we are doing communicating and listening to our residents.
We use a range of surveys to measure satisfaction levels with our main on-going services. We may carry surveys out by telephone for some areas where more detailed discussions are required to a smaller number of people.
If you join our tenants register you can become involved by taking part in surveys or commenting on particular service areas in which you are interested. Contact can be made by text, post, email or telephone call.
This is a more formal way of engagement with the Association. An RTO is an independent organisation set up to represent tenants and residents in their local area, they will have elected office bearers and a formal constitution. We will make sure we stay in touch with the RTO over any issues to do with its area.
Tenants are encouraged to represent their local community on a wide range of issues by being part of an informal Residents Group in their area Cloch staff will help the group get started and give any help as you work through your issues.
Every contact with a customer is an opportunity to engage with them and the feedback from a customer who has had a bad experience is particularly valuable. We review our complaints to make sure we learn from them. The details are reported to our Board with a summary of the main changes to services that have been put in place because of the feedback from complaints.
We will highlight services and encourage tenants to contact us through our social media platforms - Facebook and Twitter. We also have a lot of useful information on our website and you can register for our customer portal – My Cloch. You can also download our mobile app.