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Scottish Housing Regulator revamps complaints-handling procedures
The Scottish Housing Regulator has updated its complaints-handling procedures to align with other regulatory bodies.
Announcing the changes yesterday, the Scottish Housing Regulator said the new complaints procedure will align with the Scottish Public Services Ombudsman’s updated model.
The procedures explain what a complaint is, how the regulator will deal with a complaint and how quickly it will respond.
The ombudsman revised the model procedures to standardise the core text across all of Scotland’s public services and reflect feedback from stakeholders, casework, research and good practice.
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George Walker, chair of the Scottish Housing Regulator, said: “We work to be an effective, open and transparent regulator. We encourage feedback. We welcome and have fully adopted the revised model procedures provided by the Scottish Public Services Ombudsman.”
The Scottish Public Services Ombudsman said that the model complaints-handling procedures were developed in partnership with the housing sector, guided by a steering group of key housing stakeholders and an advisory panel of housing association representatives.
It applies to all RSls and all services they provide, including those that they provide under contract from other agencies such as local authorities.
Other sectors that have aligned with the ombudsman’s model include higher education, local authorities, social work and the NHS.
Analysis by the Scottish Housing Regulator from February 2021 found that 900 registered social landlord staff in Scotland were on furlough at the end of January, representing the highest number since July 2020.
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