SPSO Complaints handling KPIs delayed until 2022
In June 2021 the SPSO asked for comments on draft Key Performance Indicators (KPIs) to accompany its Model Complaints Handling Procedures. Following feedback received from SFHA and its members, the SPSO has decided to reconsider the KPIs with a view to streamlining these for introduction in 2022/23.
This means that there is no requirement to use the draft KPIs for collation and reporting of complaints data in 2021-22. The SPSO highlighted that it is mindful of the impact the pandemic has had on all organisations’ resourcing and appreciated that issuing the draft KPIs in June was too late for some organisations to make changes to the way they collect data for this year.