You can submit feedback on the service we provide by completing the comments box below.
If you provide your contact details we will be able to reply to you. If not, we will read your feedback and take your comments in to account.
If you have any feedback regarding the content of the Housing website, please complete the comments box below and submit or alternatively email firstname.lastname@example.org.
We are committed to continuous improvement, and see customer complaints as an essential part of that process. It is important we have the opportunity to hear your complaints so that we can work together to resolve these without delay.
The information given here does not replace your rights to use the Shetland Islands Council’s Corporate Complaints Procedure or to refer a complaint to the Scottish Public Services Ombudsman.
There is a separate and specific process for appealing decisions on homelessness applications.
How to make a complaint
- In person
- Web form online
- Corporate Complaints Procedure
- Scottish Public Services Ombudsman
What will SIC Housing do?
- Acknowledge your comments or complaint within three working days
- Send you a written response within ten working days
If you are not satisfied with our response, you can take your complaint further through the Council’s Corporate Complaints Procedure or through the independent Scottish Public Service Ombudsman.
We promise to:
- Write to you in plain English
- Address the points raised by you and explain what we will do to resolve your complaint
- Provide a solution if we are at fault
- Explain how you can appeal if you are not satisfied with our response.
- Who should I address my complaint to?
- What should I include in the letter?
- Anything else?
- What if this doesn't work?
In order to put your complaint to us in writing you may need, in the first instance, to telephone us to clarify the issues and identify the Manager responsible for dealing with your complaint. This call will also help you to find out whether there are any special procedures for lodging your complaint.
It is good practice to write down the name and position of the person you are speaking to as well as the time and date of the call.
Who should I address my complaint to?
Address your complaint to the Team Leader responsible for the person or area you have a problem with.
The Team Leader – Housing Support is responsible for:
- Sheltered Housing
- Community Housing Support Workers
- Housing Support Co-ordinators
The Team Leader – Housing Management is responsible for:
- Estate Management
- Homelessness Service
The Team Leader - Asset Management is responsible for:
- Planned Maintenance
- Property Inspections and Estate Inspections
Shetland Islands Council - Housing Service
6 North Ness Business Park
What should I include in the letter?
You should try to summarise the complaint, including:
- when and what happened
- who was involved
- why you think the situation is unfair or wrong
- details of any conversations or meetings that have taken place
- attach copies of any relevant correspondence or documents
Make it clear that you want your concerns addressed and what action you think should be taken to resolve the problem, bearing in mind that your requests should be reasonable.
It is important to keep copies of all letters and materials you send and receive and to keep a record of telephone calls including dates, times and what was said. This information may help you in future if we fail to adequately address your complaint.
What if this doesn't work?
If you are not satisfied, you can decide to take your complaint further by making a formal complaint to Shetland Islands Council.
This can be done either through writing a letter or by completing the Council Corporate Complaint form and sending it to:
Chief Executive's Office
Shetland Islands Council
Executive Services Department
The complaint will then be sent to the Executive Manager of the Service to deal with. if you are still dissatisfied and wish to take the matter further, it is, on request, referred to the Chief Executive for investigation.
You also have the right to make a formal complaint to the Scottish Public Services Ombudsman, who deals with complaints in Scotland about Local Government and other public services, and can be contacted at www.spso.org.uk, telephone 0870 377 7330.
You can make a complaint to Housing Service over the telephone. If you choose to do this it is important that you state that you are making a formal complaint and that you wish the information that you provide to be treated as such.
Although telephone complaints may seem easier, it can sometimes be difficult to get through to the appropriate person. It can also be difficult to prove that you complained in the first place if you do not feel adequate action is taken as a result of your conversation.
Of course, your problem may be so urgent that you have no choice but to complain over the telephone. If this is the case, make sure you keep notes of what is said, including any statements about what will be done to address your problem, the name and position of the person, and time and date of the call.
Remember to follow-up any conversation in writing to confirm your understanding of the conversation and ask for acknowledgement of your letter.
We recommend that you write to us, addressing your letter to a Team Leader, because then you will have a record of events to draw upon at a later date.
If you choose to make your complaint in person it is very important that you state that you are making a formal complaint and that you wish the information that you provide to be treated as such.
You should also make sure that you keep a note of what is said, including any statements about what will be done to address your problem, the name and position of the person, and time and date of the call.
Remember to follow-up any conversation in writing to confirm your understanding of what has been said and ask for acknowledgement of your letter.
Please note that we recommend that you write to us, addressing your letter to a Team Leader because then you will have a record of events to draw upon at a later date.
You can make your complaint online using the online feedback facility at the top of this page. When leaving online feedback please follow the guidelines set out above for writing a complaint.
Alternatively you can email us at email@example.com. When sending a complaint by email complaint please follow the guidelines above for Writing a Complaint.
The SIC Housing Complaints Procedure does not replace your rights to use the Shetland Islands Council's Corporate Complaints Procedure or the right to refer a complaint to the Scottish Public Services Ombudsman.
You can view our complaints procedure online
Also, you can seek independent assistance or advocacy services from:
Shetland Citizen Advice Bureau
14 Market Street
Tel: 01595 694696
Fax: 01595 696776
14 Market Street
Tel: 01595 743929/743930
Fax: 01595 696787