Complaint Procedure

For your information we have set out the standards we hope to achieve when dealing with complaints, these can be found in our complaints procedures below.

Alba Residential aim to ensure all complaints are dealt with promptly and in a fair, confidential, consistent and effective manner.

We will strive to resolve your complaint on the spot.  In the first instance we ask that you contact a member of staff from the relevant department responsible for the service you are concerned about.  A member of our team will take all relevant information regarding the complaint and will investigate thoroughly and, where possible, resolve the issue directly.

In most cases, no further action will be necessary.  In the event that the complaint cannot be resolved quickly and informally, your complaint will escalate to the department’s Manager, who will contact you and undertake further investigation and respond.

You will receive a response within 10 working days of receiving your complaint.  If for any reason we cannot meet the timescale we will let you know why and what we are doing to progress your complaint.

Our response will tell you clearly what to do next if you are not satisfied.

In the event that all the above procedures have been followed and completed without eliciting an acceptable response or proposed resolution, the manager will provide the necessary instructions to enable a written complaint to be made to the Managing Director who will respond in writing within 20 working days of receipt. If for any reason we cannot meet the timescale we will let you know why and what we are doing to progress your complaint.

If you remain unhappy with the actions taken by Alba Residential you may ask the City of Edinburgh Council Private Rented Sector team to investigate your complaint and the way it was handled.  They will carry out an independent investigation into your complaint and respond.

Contact Us

Alba Residential
21-23 Church Hill Place
Edinburgh, EH10 4BE

t: 0131 447 9994
f: 0131 446 0009

w: www.albaresidential.co.uk
e: mail@albaresidential.co.uk