Contact ANCHO

We are closed over the May Bank Holiday. We will not be answering phone calls or Webchats on Friday 28 May and Monday 31 May. 
We will answer all My Ancho enquiries, online enquiries, Facebook messenger messages and emails sent to us on these days when we return on Tuesday 1 June. 
EMERGENCY REPAIRS CAN BE REPORTED 24/7 ON 01294313121.  ​

MY ANCHO

Log into My Ancho to access our online services. 

REPORT IT ONLINE

You can make a payment, apply for a house, give us feedback, make a complaint, report antisocial behaviour and report a repair online

WEBCHAT

​Chat with us by clicking on the pink speech bubble in the bottom right corner of the page. ​

ONLINE ENQUIRY FORM

​If you have a general enquiry, or want to make a suggestion or or  give us a compliment why not use our online enquiry form

FACEBOOK MESSENGER

​Chat to directly to our team by clicking message on our Facebook page.

EMAIL US

mail@ancho.co.uk 

CALL US

​01294 313121

In response to the coronavirus situation we have reduced our contact centre opening hours to 9.00 am – 4.00 pm, Monday to Friday.  Emergency repairs can be reported  on the same number 24/7.

The contact centre will close at 12:30pm on the first Wednesday of every month for staff training.  Other office closures and public holidays are noted below.
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VISIT US

Our office is closed to the public for the foreseeable 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.

Sovereign House, Academy Road, Irvine, KA12 8RL
COMPLAINTS AND FEEDBACK
 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 Ancho. 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 ask@spso.uk or calling 0800 377 7330.

If you are an Ancho 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.