SPSO publishes the Model Complaints Handling Procedure (CHP) for the local government and housing sectors in Scotland

On April 18^th 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 28^th. 

• 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