At Lister we aim to provide a high quality of service to all, however we know we are not perfect. We value feedback and wish to hear from people who wish to report a complaint or comment. Equally well, we welcome compliments or other feedback that will help us improve our service.
How to give us feedback
If you wish to report an issue with neighbours, the neighbourhood, noise or such like, please contact us in one of the following ways:
- come into our office
- our feedback form (below)
We prefer to have direct contact with you if possible as then we can gather as much detail as possible for us to look into your enquiry.
However if you are not satisfied with a service you have been receiving from us or one of our contractors, and wish to complain, then please use the form on this page, or simply phone us or come into our office. We wish to learn from any failings and we shall publish information about our complaints performance regularly in our Newsletter and on our website . All complaints summary reports also go to our Management Committee regularly.
For complaints about our service, we follow the Scottish Public Services Ombudsman (SPSO) recommended Complaints Handling Procedure (CHP). This provides for a two stage process. Stage One – frontline resolution aims to address complaints within 5 working days. Stage Two is usually for more complex matters (or ones unresolved after Stage One) and we aim to give a full response within 20 working days. If individuals are still dis-satisfied with the outcome of a complaint at the Stage Two level then they can ask the SPSO to look into the matter.
The Scottish Housing Regulator’s website has a video on How to raise a concern about a social landlord
There is a process to enable you to report a Significant Performance Failure by Lister to the Regulator. Such a failure is described in the leaflet below and is where the actions of a Registered Social Landlord consistently fail to achieve outcomes expected in the Scottish Social Housing Charter or materially fails to meet the Regulator’s Standards or a significant number of tenants are at risk because of the actions or inactions of the landlord. It is not intended for use on individual complaints.
Please note that we have an Unacceptable Actions policy (see below) which would apply if the behaviour and/or actions of individuals using our service makes it very difficult for us to deal with their complaint.
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