Complaints and Compliments

We are committed to providing the best service possible, but accept that sometimes things can go wrong.  We record complaints both big and small, no matter where it has come from, and have a robust procedure to ensure that we answer any complaints within a given timescale.  To make sure we are fully accountable, we report the information to our Board and use it to improve our services for the future.

We also love to receive compliments about our service and this happens quite frequently.  We record these, so that staff and Board can see that the service we provide is welcome and that we are going in the right direction. 

If you want more information, you can read our Customer Services Standards and Complaints Handling Policy. 

If you are a customer the best way to make a complaint is using our customer portal MyBHA

You can also make a complaint or compliment by contacting us.

File Description File Size
Complaints Handling Procedure PDF icon 210KB
Customer Service Standards Microsoft Word icon 29KB

Report a Significant Performance Failure

The Scottish Housing Regulator (SHR) can consider issues raised with them about ‘significant performance failures’.

A significant performance failure is defined by the SHR as something that a landlord does or fails to do that puts the interests of its tenants at risk, and which the landlord has not resolved. This is something that is a systematic problem that does, or could, affect all of a landlord’s tenants. You can ask us for more information about significant performance failures. If you wish to contact the SHR, call 0141 242 5642.

SHR Leaflet on Significant Performance Failure