On April 18th the SPSO published the Model Complaints Handling Procedure (CHP) for Registered Social Landlords (RSLs) in Scotland. This came shortly after the publication of the model CHP for the local government sector, on March 28th.
- Registered Social Landlord (Housing) Model Complaints Handling Procedure
- The Local Authority Model Complaints Handling Procedure
For each sector, this includes access to an Implementation Guide, PDF and word versions of the main CHP document, the customer facing CHP, and an employees guide to the CHP.
Please direct any queries regarding the model CHPs to Paul McFadden, John Stevenson (for local authorities) or Francesca Richards (for housing) at CSA@spso.org.uk
