The Scottish Public Services Ombudsman (SPSO) publishes the Model Complaints Handling Procedure for bodies under its jurisdiction which includes Registered Social Landlords like Pineview Housing Association.
The purpose of the Model Complaints Handling Procedure is to provide a standardised approach to dealing with customer complaints across the housing sector in Scotland.
In particular, the aim is to implement a standardised and consistent process for customers to follow which makes it simpler to complain, ensures staff and customer confidence in complaints handling and encourages RSLs to make best use of lessons from complaints.
The SPSO has carried out a review and an updated version of the Model Complaints Handling Procedure will be effective from April 2021. Please see our website from 1st April 2021 for more details.
For more information on the SPSO please visit their website at the following link - SPSO website
01/04/2021 update - Complaints Handling Procedure - April 2021