From August 2025 to February 2026 our Tenant Scrutiny Panel led a review of our Complaints Process and gave valuable feedback for improvement. They submitted a report to our Board of Management with some recommendations for improvement that we will be implementing with immediate effect.
What they did:
The tenant panel received a complaints overview presentation to start the scrutiny activity. They then reviewed the complaints policy and process, examples of complaints, how complaints are recorded, and how outcomes are reached.
What the Tenant Panel Found Out
- Complaints are not always resolved in a timely manner.
- Communication is often poor, with limited or no updates on progress.
- Processes can be inconsistent, with occasional mislaid information.
- The Complaints Policy and Process should be promoted more on our website and in the office
Recommendations
Strengthen Communication
Provide regular updates to customers on their complaint especially if there has been a change to the timescale for responding to the complaint. Provide clear explanations of the complaint investigation and outcome. Ensure expected timelines for response are explained to customers at the outset.
Written Outcomes
Adopt written communication for all complaint outcomes. Stage one complaints must be responded to in writing when the customer has not been contactable on the phone.
Improve Tracking
Improve complaints recording to ensure no complaint is mislaid and systems are consistent.
Promote the Complaints Process
Increase visibility of how to make a complaint through office poster display and online resources.
Staff Communication Training
Enhance training to maintain clarity and consistency.
Scrutiny Project Experience
The tenant panel described the project as informative, interesting, and helpful for understanding how complaints are handled.
Board Meeting Approval
The Scrutiny Panel's Complaints Recommendation Report went to our Board of Management on Tuesday 21 April 2026 and approval was granted to implement each recommendation within the report.
For information on how to make a complaint, you can access our complaints flyer or visit the complaints page of our website.
If you want to help us shape and improve our services, get in contact with our Corporate Services Officer, Jacqui Mills at jacqui.mills@ardenglen.org.uk or call on 0141 212 3919 for an informal chat about what is involved.
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