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Review of Complaints Handling Procedure 2026

Drumchapel Housing Co-operative is reviewing its Complaint Handling Procedure (CHP).

The CHP explains the standards tenants and other customers can expect when contacting us to make a complaint and how we will process your complaint.

We would like your views to help us make sure the CHP is clear, accessible, fair and focused on what matters most to tenants and other customers.

Your responses will be used to help finalise the CHP and identify any improvements needed. The survey should only take a few minutes to complete.

The survey is open until 21 September 2026.
1.Which of the following best describes you?
2.How clear and easy to understand do you find the CHP?
3.Does the CHP explain what you can expect when making a complaint?
4.How would you prefer us to share information about complaints performance
5.How often would you like us to share complaints performance information?
6.What complaints information would be most useful to tenants?
7.What would help you to feel confident that complaints are handled fairly and consistently?
8.If you had a complaint today, would this procedure help you to understand what to do, who to contact, what to expect, and where to go if you remained unhappy?
9.Would you be interested in being involved in future policy consultations or service improvement discussions?
Thank you for your time to complete the survey. All feedback helps the Co-operative provide better services to our customers.