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We know that sometimes things can go wrong. When this happens, we want to know about it so we can put things right. 

The information below sets out how you can make a complaint and what we'll do.

You can also contact us for a written copy of our complaints policy and procedure.

What is a complaint?

A complaint is an expression of dissatisfaction about the standard of service, actions, or lack of action by Sanctuary Scotland, its own staff, or those acting on its behalf, affecting a resident or group of residents.

If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page.

Please note, there are some things that we won’t be able to investigate through our formal complaints procedure.

How can I make a complaint?

There are lots of ways you can tell us about a complaint. We want to make this as simple as possible for you.

The easiest way to complain is by using our complaints form.

You will need to provide as much information as possible to help us look into your issue, including:

  • What has happened

  • When it happened

  • What the impact on you and your family has been

  • What you would like us to do to put things right

For more ways to get in touch, you can visit our Contact us page.

What will we do?

We handle all complaints in line with the Scottish Public Services Ombudsman’s complaint handling code. This includes a ‘front line resolution’ stage, and an ‘investigation’ stage.

Stage 1: Front line resolution

  • We aim to resolve complaints within 5 working days from when you first contact us.

  • We will tell you the name of the member of staff dealing with your complaint.

  • If an issue is more complex and requires more time, we will let you know when you can expect a response. 

  • Those unhappy with our response can have their complaint move to stage 2.

Stage 2: Investigation

  • If we can’t resolve your complaint at stage 1, we will investigate further. We aim to complete investigations within 20 working days.

  • You will receive a full written response with the outcome.

  • If you are dissatisfied with our stage 2 decision, you can ask the Scottish Public Services Ombudsman to review our response. We will tell you how to do this when we send you your outcome.

Factoring and mid-market rent service complaints

If you are unhappy with our response to a complaint about our factoring or mid-market rent service, you can complain to the First-tier Tribunal for Scotland Housing and Property Chamber. We can support you with this process.

Guidance on making complaints

The Scottish Housing Regulator has published a factsheet for tenants who wish to make a complaint or raise a serious concern about their landlord. 

The factsheet explains how tenants can raise a serious concern, what they can expect from their landlord, and when and how to report a concern to the Regulator. 

Make a complaint