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Invitation to Tender for SPSO Website Services
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.
Revised Model Complaints Handling Procedures
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:
Case study: Valuing complaints at Glasgow Housing Association
Background
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.
Case study: Modelling a Council CHP
An interview with Aberdeenshire Council
Background
Case study: Improving the complaints process - Queens Cross Housing Association
An interview with Queens Cross Housing Association
Queens Cross value tenant feedback
Case study: Aberdeen City Council – Early Adopters
An interview with Aberdeen City Council
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.
Case study: A 'can do' approach to complaints
An interview with Castle Rock Edinvar Housing Association
Background
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.’
History of the Model Complaints Handling Procedures
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 authority complaints reporting
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.