Compliments and complaints
We do all we can to get it right first time – but we know sometimes that’s not the case.
If we don’t get things right, we’ll listen and learn to stop it happening again. If you’re unhappy with any of our services then let us know.
Our complaints policy follows the Scottish Public Service Ombudsman complaint handling model.
We also want to hear from you if we’ve gone that extra mile to help. Fill in our form to tell us about the great service you've received.
We take your complaints, comments and compliments very seriously and we always try to learn from them and your feedback.
Our Complaints Annual Report highlights some of the improvements we’ve made to services based on what you have told us. It also lets you know how we perform when handling your complaints. Click to read the full report.
How do I make a complaint?
Stage 1 complaints
You can:
- talk to your housing officer
- report it through your online services account
- call us on 0800 479 7979
Stage 2 complaints
You can:
- email us at complaints@wheatley-group.com
- write to us at Group Complaints Team, Wheatley House, 25 Cochrane Street, Glasgow, G1 5HL.
Complaints update
We collect information about the complaints we receive and use this feedback to help improve our services.
You can find information below about the number of complaints received and the type of complaints we received for Quarter 2 2024/25;
| WHG complaints | All | % against received | Stage 1 Amount | Stage 1 % against received | Stage 2 Amount | Stage 2 % against closed |
|---|---|---|---|---|---|---|
| Complaints received | 986 | 896 | 90 | |||
| Complaints closed | 954 | 96.8% | 856 | 95.54% | 98 | 108.9% |
| Complaints resolved | 200 | 21% | 196 | 22.9% | 4 | 4.1% |
| Complaints upheld | 322 | 33.8% | 279 | 32.6% | 43 | 43.9% |
| Complaints partially upheld | 130 | 13.6% | 104 | 12.2% | 26 | 26.5% |
| Responded within SPSO timescale | 917 | 96.1% | 819 | 95.7% | 98 | 100.00% |
* SPSO (Scottish Public Services Ombudsman)
My rights
Our complaints leaflet explains what to expect from us when we are dealing with your complaint.
It sets out the two-stage complaints process, what we do and timescales for each stage.
You’ll also find out what to do next if you remain unhappy with our decision or the way we handled your complaint.
To find out more, click on our complaints leaflet.
The Scottish Public Service Ombudsman oversees complaints handing for public services in Scotland.
The Scottish Housing Regulator has in place a process for significant performance failures.
Where appropriate The Care Inspectorate offers independent advice.