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Complaints and Feedback

Complaints Procedure

Hawthorn is committed to providing high-quality customer service. We value complaints and use information from them to help us improve our services.

If something goes wrong or you are dissatisfied with our services, please tell us. This page describes our complaints procedure and how to make a complaint. It also tells you about our service standards and what you can expect from us.

What is a complaint?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

What can I complain about?

You can complain about things like:

  • delays in responding to your enquiries and requests

  • failure to provide a service

  • our standard of service

  • dissatisfaction with our policy

  • treatment by or attitude of a member of staff

  • our failure to follow proper procedure.

Please read the documents for download below, which explain the complaints procedure in more detail.

Customer Care Charter

The Co-op has agreed a customer care charter that specifies the level of service every customer should expect to receive from the Co-op.  It also explains what you can do if you feel the service you received did not reach this standard.

Scottish Housing Regulator

The Scottish Housing Regulator has published its updated ‘How We Regulate: A guide for tenants and service users’.  The guide is designed to help tenants and service users find out more about what the Regulator does and how it works. It also explains how tenants can find out about their landlord, what they can expect from it, and how they can raise a serious concern about a landlord.   


The Regulator has also developed two short videos to support the guide which includes  information about the Regulator and its work and how to raise a concern about a social landlord. It has also developed a British Sign Language (BSL) version of its updated guide and its factsheet for tenants on raising a serious concern about a landlord.


The updates follow the launch of the Regulator’s new Regulatory Framework in April. The new Framework makes it clearer what issues tenants can bring to the Regulator and when, and how this fits with other routes for tenants to complain to their landlord and the Scottish Public Services Ombudsman. 


The guide, videos, factsheets including the BSL versions are all available on the Regulator’s website

Make a Complaint: Text
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