The Ombudsman is inviting tenders for the provision of website services for The Scottish Public Services Ombudsman (SPSO).
The deadline for submissions is 5pm on Friday 6 March 2020. Any response received after that time will not be considered further.
Please follow this link for full information and details on how to submit your tender.
Today we are publishing the revised Model Complaints Handling Procedures (MCHPs) for all sectors (except the NHS).
Public bodies are required to implement the revised MCHPs over the coming business year, with full implementation by no later than 1 April 2021.
The MCHPs were revised to:
Glasgow Housing Association (GHA) is one of the largest social landlords in theUK, with more than 45,000 tenants and 26,500 factored homeowners across Glasgow. It is focused on improving conditions for residents across Glasgow with initiatives such as regeneration projects and a new-build programme which is currently underway.
Queens Cross value tenant feedback
Our Complaints Standards unit interviewed Barbara McDonald, of Aberdeen City Council (ACC) to find out about their approach to developing and implementing compliant model complaints handling procedures (CHPs).
Barbara is a Complaints Officer working in the Customer Service and Performance section of the Corporate Governance unit of the council. She was a key member of the Local Authority working group which developed the local authority model CHP.
Castle Rock Edinvar Housing Association (CREHA) owns or manages 6,000 homes and works with over 8,000 customers. It is based in Craigmillar, one of Edinburgh’s main urban regeneration areas.
The Association is a member of Places for People, and is one of the UK’s largest property development and management organisations.
Castle Rock describes itself as ‘a modern, progressive organisation committed to the long term success of our neighbourhoods.’
Since 2012 the SPSO's Complaints Standards Unit has worked closely with a range of partners and stakeholders to develop and implement Model Complaints Handling Procedures (MCHPs) for each public service sector.
Local authorities are required to report on their complaint handling performance on an annual basis. Their reports must include performance statistics showing the volume and type of complaints and details such as the time taken to investigate a complaint and the stage at which complaints are resolved.
Below you will find a list of each local authority area in Scotland and a link to their annual complaints reports.
Complaint investigators need multiple skills to carry out their role effectively. They need to be good listeners, project planners, critical thinkers, reasoned decision makers, effective communicators and change managers. Investigators within an organisation also act as critical friend to their own organisation similar to the work of internal auditors. This can be a difficult balance to achieve and even harder to demonstrate.
This tool has been designed to help guide investigators through this challenging process.