Compliments and Complaints

We want you to receive a high standard of service from us.

If something has gone wrong, or if you're not happy with our services, please tell us. Your feedback helps us put things right and improve. We also welcome compliments, these mean a lot to our staff.   

How to give feedback (compliment or complaint)

You can contact us in the way that suits you best: 

  • Speak to any member of staff
  • Call our Customer Contact Centre
  • Email: feedback@bield.co.uk
  • Use the online forms below

We follow the Scottish Public Service Ombudsman (SPSO) Model Complaints Handling Procedure.

Our complaints information

You can download:

  • our Complaints Policy
  • our complaints leaflet

These can be found below or in the Leaflets section of our website.

Compliments Happy Face


 

Complaints Sad Face


 

If you are still unhappy after you complain

If you have completed the Bield Complaint Process and remain unhappy, you can contact the Scottish Public Services Ombudsman.

  • Freephone Advice Line: 0800 377 7330 (for general enquiries and complaints)
  • Online Complaint Form & Contact: www.spso.org.uk/contact-us
  • Postal Address: Scottish Public Services Ombudsman, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NH
  • Freepost Options: you may send a complaint by post using FREEPOST SPSO (no stamp required).

Serious concerns

If an issues is serious and affects a group of tenants (not just one person), you can report it to the Scottish Housing Regulator (SHR) as a Serious Concern.

What Counts as a Serious Concern?

This can include situations where a social housing provider has, for example:

  • repeatedly failed to meet expected standards; or
  • acted in a way that puts tenant' interests at risk; or
  • regularly failed to do key safety checks or repairs when it should; or
  • not reported performance information to tenants (or reported it inaccurately).  

Before you contact SHR

SHR will usually expect that you have:

  • raised the issue first with us, and
  • explained how it affects a group of tenants and
  • provided dates and details of what happened, including how we responded.   

How to report a Serious Concern to SHR

To report Serious Concern, complete SHR's form and send it to them with as much supporting information as you can (for example emails or letters).

SHR aims to decide whether your report meets the criteria as quickly as possible and normally within 20 working days (it can take longer for complex issues).

If you disagree with the SHR's decision, you can ask them to review it (their review guidance is on their website). 

    How to contact SHR

    A copy of the SHR Significant Performance Failure factsheet is available in the downloads section below.

    Please read our Privacy & Cookies Notice to find out how we handle your personal information when you submit a compliment or complaint to us.