Castlehill aims to provide high quality, consistent services to all our customers whether tenants, applicants for housing, sharing owners, care and repair clients, or any other person who has contact with the Association. We recognise, however, that there may be times when someone is unhappy about the service they receive and we wish to ensure that proper channels are easily available to put forward any complaint. Complaints will always be treated seriously and can give valuable feedback on our services that will help to inform improvements in how we work.

Many complaints can be dealt with informally and you should initially contact an appropriate member of staff to outline your concerns e.g. Housing or Maintenance Officer. If you feel that the matter is not satisfactorily resolved you may then wish to write to the staff member’s line manager.

Castlehill has a formal Complaints Procedure, which is available for use by anyone who receives any service from the Association. The formal complaints procedure ensures that senior staff will fully investigate and respond to your complaint and you can use this route if your concerns are not dealt with to your satisfaction by informal means.

In addition, there are a number of external organisations and regulators who may, in particular circumstances, consider a complaint about the Association.

• The Scottish Public Services Ombudsman – independent investigation of complaints but will only consider these once the Associations own Complaints Procedure has been exhausted.  Tel: 0800 377 7330 or www.spso.org.uk

• Care Commission – can consider complaints only in relation to Castlehill’s Housing Support Services. Tel; 01224 793870. or  www.carecommission.com

• Local Authority (Council) Housing Support Funders – may consider complaints about housing support services they fund in their area.

Contacts: 
Aberdeen City Council Tel: 01224 523116
Aberdeenshire Council Tel: 01467 629034
Moray Council: Tel: 01343 563536