Complaints Statistics

We aim to deliver a high-quality service to our customers. We value your comments as this helps us to improve the way we work. If you are unhappy with the service you have received from us, our contractors or partners, please contact us at complaints@govanhillha.org so we can try to put things right.

Complaints Process

We will acknowledge your complaint and tell you when you will receive a response. We will investigate your complaint, coming back to you if we require additional information. If we find that our service has not been up to the standard we expect to provide, you will receive a written apology. We will try to put things right and take steps to make sure we do not make the same mistake again. For further information on our complaints process, please download our Complaints Handling Procedure leaflet.

We provide details on our complaints performance to our Management Committee and staff and make changes to processes if required. We provide further detail to customers on our website and in our annual Charter report

Complaints Statistics

2024/25

We addressed 152 complaints during 2024/25. Out of all the complaints received and investigated for 2024/25, 90 cases have been either upheld or partially upheld. This marks an increase compared to the same period in 2023/24, where 80 cases were upheld or partially upheld.
In 2024/25, of the upheld or partially upheld complaints, 71 were classified as Stage 1 complaints, while the remaining 19 were classified as Stage 2 complaints.