Feedback & complaints

We really value complaints and feedback and use information from them to help us improve the services we deliver to you. We don't always get it right but we strive to deliver 10/10 experiences everytime.

If something has gone wrong or you are dissatisfied with our services, it's important that you tell us. We really value complaints and use information from them to help us improve our services. We're are committed to continually improving what we do and how we perform.

Anyone who receives, requests or is affected by our services can make a complaint. This includes our customers, but also members of the public who could have access to or be affected by our services, including anti-social behaviour/neighbour nuisance.

You can raise a complaint with us using any of the methods below:

• in person at any of our offices or developments
• by completing and submitting the contact form on the right
• by phoning us on 0131 444 1200.
• by emailing us at info@trustha.org.uk
• in writing to Trust Housing Association, 12 New Mart Road, Edinburgh, EH14 1RL

Do you have a complaint about our care & support services?

We would recommend that all complaints should be raised with us directly using any of the methods above, giving us the opportunity to make sure we put things right as quickly as possible!

However, if you remain concerned or dissatisfied about the standard of care or support provided by our registered services you can raise this directly with the Care Inspectorate.

What is a significant performance failure?

A Significant Performance Failure (SPF) happens if we fail to do something, or do something that puts our customers’ interests at risk. You can report a Significant Performance Failure to the Scottish Housing Regulator. 

Find out more about Significant Performance Failures and contact the Scottish Housing Regulator on their website here.

How do we manage complaints and how do we perform?

You can find out more about how we manage our complaints by reading our Complaints Handling Handbook and our Complaints Policy in the related downloads section below or you can monitor our complaints management performance in our how we're performing page.