Make a complaint
We are committed to providing high-quality customer services. We value all feedback, if something goes well or wrong or you are dissatisfied with our services so please let us know what we are doing well and most importantly what we could do better. If you would like to leave positive feedback or a suggestion, you can do so here.
How to make a complaint
We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.
Our Complaints Handling Procedure tells you about how we will handle your complaint and what you can expect from us.
Anyone who receives, requests or is directly affected by our services can make a complaint to us. This includes our tenants, factored owners, the representative of someone who is dissatisfied with our service (for example, a relative, friend, advocate, or adviser) but also members of the public who could have been affected by our services.
If your complaint relates to a care service we provide, you can choose whether to complain to us or the Care Inspectorate.
You can contact us:
- in person at our office
- by phoning us on 0131 554 0403
- by emailing us at hello@harbour.scot
- in writing to Harbour Homes, 108 Constitution Street, Leith, Edinburgh EH6 6AZ
Complaining on behalf of someone else?
If you are complaining on behalf of someone else, please ensure you have their signed consent ready to upload with the complaint. You can download this form to do this.
Harbour Homes complaints
If you have a complaint about Harbour Homes (not including the Harbour Homes factoring service), please read our complaints handling procedure below for information on how to complain.
Factoring complaints
If you have a complaint about Harbour Homes’ factoring service, please download the leaflet below for guidance.
Getting help to make your complaint
We understand that you may be unable or reluctant to make a complaint yourself. We accept complaints from the representative of a person who is dissatisfied with our service. We can take complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you.
If you are making a complaint on someone else’s behalf, you will normally need their written consent. You can use our consent form template.
You can find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance:
- 0131 510 9410
- siaa.org.uk
You can find out about advisers in your area through Citizens Advice Scotland:
- Website: cas.org.uk
- Check your phone book for your local citizens advice bureau.
We are committed to making our service easy to access and use for all members of the community. If you have trouble putting your complaint in writing, or want this information in another language or format, such as large font, or Braille, please tell us so we can help. We are here to support you at any stage through the complaints process.
Significant performance failure
A Significant Performance Failure happens if we fail to do something or do something that puts tenants’ interests at risk. You can report a Significant Performance Failure (SPF) to the Scottish Housing Regulator.
Find out more about Significant Performance Failures go the Scottish Housing Regulator’s website or by downloading the information sheet below.
How did we do?
If you have submitted a complaint, we’d be keen to hear about your experience with us. This will help us monitor and, where possible, identify ways that our complaints process can be improved.