Complaints

Coronavirus update –

The impact on public services, and daily life, of Coronavirus (COVID-19) has led to DGHP to make difficult decisions about the services that we provide.

Our number-one priority is to ensure our customers remain safe and secure, whilst safeguarding the wellbeing and welfare of our staff. With the majority working from home, we are unable to timeously action complaints received through Royal Mail.  Any complaints received in this way will be picked up and responded to as and when it is practicable to do so.

So that we can help those customers who need us most, we will only be offering a restricted and essential service until further notice.   Unfortunately, this means we will only progress your complaint if:

1. Your complaint is currently recorded within the system and you would like to progress this to next stage.

2. Your complaint relates to Health and Safety Concerns.

We will work through any outstanding requests once we are back to full capacity and able to offer a full range of services.

In the meantime, you can access your online account through the self-service portal.  If you don’t have an account, please follow the link below.

DGHP Self Service Portal – The DGHP Self Service Portal provides tenants with the ability to view their rents and repair history, as well as the ability to update their communication details and log a repair request for their current property.

If you have any questions you can phone the Customer Service Centre on 0800 011 3447 or email customerservice@dghp.org.uk

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The Scottish Public Services Ombudsman defines a complaint as “an expression of dissatisfaction by one or more members of the public about our action or lack of action, or about the standard of service provided by or on our behalf”.

At DGHP – now part of Wheatley Group, Scotland’s largest housing, care and property-management group – we try to make sure that everything we do is right but, sometimes, we do get things wrong and you might want to make a complaint to us.

This could be a service failure – we’ve not done something we said we would – or perhaps treated you unfairly or did something that we shouldn’t have.

A complaint gives us the opportunity to improve our services – your feedback will help us to do things better for all of our tenants.

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