Log in to My Cairn to access our online services
We are aware of an issue where some payments are not showing on your My Cairn accounts. Please be reassured that these payments have been taken and this is an issue with how this information is syncing with our payments system. We are looking into a fix. If you have any concerns then please give us a call and a colleague will be able to confirm the balance on your account.
You can directly message our contact centre through Facebook page for non-urgent enquiries. Messages are answered Monday to Thursday 09.00am – 5.00pm and Friday 09.00am – 4.30pm
You can speak directly with members of our contact centre through the webchat on this website. Click the envelope symbol to begin a chat with us. Messages are answered Monday to Thursday 09.00am – 5.00pm and Friday 09.00am – 4.30pm
If you are a Cairn tenant or customer please include your full name, address, post code and date of birth in your email.
Call us on 0800 990 3405
Our team are available to take your call between 9.30am and 4.30pm Monday – Friday. We have team members available to answer webchat, email, Facebook Messenger and enquiries through My Cairn until 5pm Monday to Thursday and 4.30pm on Fridays. Emergency repairs must be reported by phone on 0800 990 3405 and our out of hours emergency service can be reached twenty-four hours a day.
We are committed to providing high-quality customer services. We value complaints and use information from them to help us improve our services. If something goes wrong or you are not happy with the service we provide, please let us know.
Please tell us if:
- there is a delay in responding to your enquiries and requests
- we fail to provide a service
- you are dissatisfied with one of our policies
- you feel a member of staff has treated you unfairly or you have been discriminated against
- we fail to follow proper procedure
If you would like to make a complaint you can call us, write to us, fill out our online form or log in to My Cairn. Once we have received your complaint we aim to respond within five working days.
If you are not satisfied with our response you can ask us to look at it again. This means we will carry out a detailed investigation into your complaint and will have 20 working days to do so.
If you are still dissatisfied with our response or the way we handled your complaint you have the option to go to the Scottish Public Services Ombudsman (SPSO). You can contact them by emailing email@example.com or calling 0800 377 7330.
If you are a Cairn tenant you can report a significant performance failure to the Scottish Housing Regulator. For more information on how to make a report, and what constitutes a significant performance failure, please refer to the guidance from the regulator.
Our offices are closed to the public for the forseeable future. Mail is being collected and distributed regularly but there will be a delay in responding to any post. If you can, please contact us on the phone or digitally.
To arrange an appointment to meet with a member of our team, at your home or in our office, please get in touch. Please note that in accordance with guidance around social distancing, and where we are prioriting the delivery of core services, our staff may not be available to meet you face-to-face.
Bellevue House, 22 Hopetoun Street, Edinburgh, EH7 4GH
Murdostoun House, 5 Linnet Way, Strathclyde Business Park, Bellshill ML4 3RA
Caroline MacAskill House, 30 Waterloo Place, Inverness IV1 1NB