While we hope that our website will answer many of your queries, our staff are always ready to help you find out more about Abbeyfield Scotland. We would be very pleased to hear from you.
Please note our Head Office opening hours are 9am – 5pm, Monday to Friday.
Abbeyfield Scotland Ltd aims to provide a high quality service to its residents. However, it is accepted that sometimes things may go wrong or residents may be unhappy about an aspect of the service provided to them.
We would like to hear from you if you have a complaint about:
- delays in responding to your enquiries and requests;
- failure to provide a service;
- our standard of service;
- dissatisfaction with one of our policies;
- treatment by, or the attitude of, a member of staff; or
- if we fail to follow proper procedure.
If you would like to make a complaint, you can do so in person, by phone, by email or in writing. The contact details are noted on this page under the heading ‘General Enquiries’.
We will always try to resolve your complaint quickly, and within five working days if we can.
If you are dissatisfied with our response, you can ask us to reconsider your complaint. We will acknowledge your complaint within three working days and will give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.
If, after receiving our final decision on your complaint, you remain dissatisfied with our decision or the way we handled your complaint, you can ask the Scottish Public Services Ombusdman (SPSO) to consider it. You can contact them by calling Freephone 0800 377 7330 or 0131 225 5300. Further contact details are available at: www.spso.org.uk/contact-us
Read our Complaints Brochure for further information.
How to report a repair
During normal office hours (9am – 5pm):
- Call 0131 240 2932
Outside of office hours:
- Call Hanover Telecare on 0345 604 4686
You can also report a repair by:
- Email email@example.com
- Write to: Abbeyfield Scotland Ltd, 14 New Mart Road, Edinburgh, EH14 1RL.
- Speak to a member of house staff.
Emergency telephone numbers:
- Gas emergency – 0800 111 999
- Power cuts – 105
- Scottish Water – 0800 0778 778
Right to repair
The Housing (Scotland) Act 2001 gives you the right for certain repairs to be carried out within a given timescale.
We will tell you when a repair falls in the Right to Repair category. If we do not carry out the repair within the timescale, you may be entitled to compensation.
A Scottish Government leaflet called Right to Repair explains the scheme.