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SPSO Model Complaints Handling Procedure
The SFHA has submitted its response to the final draft of the Scottish Public Services Ombudsman's Model Complaints Handling Procedure and accompanying documents. It is available on the SFHA website here:
SFHA Response to Final Draft of Model Complaints Handling Procedure
The SPSO's final draft documents are available below:
SPSO Final Draft Model Complaints Handling Procedure
SPSO Customer Facing Document Latest Draft
The SFHA response to the SPSO's second draft model complaints handling procedure is available here:
The Scottish Public Services Ombudsman (SPSO) has produced its second draft of the Model Complaints Handling Procedure. It is available here:
Full Model Complaints Handling Procedure Second Draft
In addition to this document, the SPSO has also produced a short quick guide for employees and text for a customer leaflet. They available here:
The consultation period for these drafts closed on Friday 3 March 2012. The procedure is now being redrafted for the final time, and will be finalised in early April. Organisations will have six months from when the procedure is finalised to implement the procedure.
The SFHA submitted a response to the The Scottish Public Services Ombudsman (SPSO) on its first draft Model Complaints Handling Procedure in January 2012. It is available here:
SFHA Response to First Draft Model Complaints Procedure 13 Jan 2012
Many thanks to all of those who have responded so far, and please note that there will be other opportunities to comment as the SPSO looks to finalise the draft in February and March.
The SPSO is looking to develp a Model Complaints Handling Procedure for the sector. The SPSO has produced a first draft and seven consultation questions relating to this draft. These are available below:
Model Complaints Handling Procedure First Draft
The SPSO has identified the following timetable for implementation:1. First draft CPU produced November 2011
2. Responses requested by Christmas/January 2012
3. Stakeholder group meeting mid January 2012
4. Second draft produced late January 2012
5. Housing Managers Panel meeting to discuss February 2012
6. Stakeholder meeting to present final draft February/March 2012
7. Finalised March 2012
The SPSO also has produced guidance on Model Complaints Handling Procedures available here:
