Feedback
You are the expert on home and neighbourhood. That is why you and your ambitions are at the heart of what we do. We want to actively involve you, listen to you and act on what you say.
Compliments
There is nothing our staff like better than to know that something they have done has helped improve services for our customers. That's why we want you to tell us when an employee or team has done something that earned a compliment. Then we can give them the recognition they deserve.
Suggestions
As customers, you will often have ideas or suggestions that could help us improve our services to you. If you have a suggestion, please let a member of staff at Blackwood know. We really want to hear your ideas - they help us!
Complaints
A complaint is when you tell us that you are not happy with our services. Complaints can cover issues with care or housing services, staff members or completed repairs.
Our Compliments, Suggestions and Complaints leaflet will give you more information about what you can complain about, how we will handle it and the timescales we will meet - download the leaflet below:
Satisfaction Monitoring
Blackwood has a requirement to monitor customer satisfaction of our complaints handling process. Once your complaint is resolved, we may ask you for your opinion about how we handled your complaint. The following link will take you to an anonymous online survey where you can provide your feedback: www.surveymonkey.com/r/SatQWeb
I would like more information
Our Complaints Policy is designed to ensure that complaints are properly investigated and are given careful and fair consideration. It provides more detail about how concerns and formal complaints will be handled. It also explains how to complain and how we use your feedback to improve.
You can view our Customer Complaints Procedure here.
What do I do if I am still not happy?
If you have complained and you are still not satisfied with the outcome, you can take your complaint to the regulators.
The Scottish Public Services Ombudsman regulates the housing services we provide. You must have made a complaint to us before the Ombudsman will look at your complaint. Their website will provide you with further information www.spso.org.uk
The Care Inspectorate regulates Blackwood's care services. You can complain directly to the Care Inspectorate Care Inspectorate Complaints Leaflet [pdf] 2MB. For further information, please see the Care Inspectorate website www.careinspectorate.com.
You can further complain directly to the Scottish Housing Regulator. The form to contact the SHR with details of your complaint can be found here. More information on the SHR can be found on their website at https://www.housingregulator.gov.scot/
Get in touch
You can make your suggestion, compliment us or discuss your complaint in person, by calling us, in writing or by email.
Head Office
160 Dundee
Edinburgh
EH11 1DQ
Email: cst@blackwoodgroup.org.uk
Telephone: 0131 317 7227