Project Scotland

Housing Association makes its Mark over complaints handling

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Des Phee (left), policy and performance officer at Queens Cross Housing Association is presented with QCHA’s renewed HouseMark complaints accreditation award by Scottish public service ombudsman Jim Martin.

A Glasgow-based housing association has been declared “complaints accredited” for a second three-year period following an external, independent assessment carried out by HouseMark Scotland.

Queens Cross Housing Association was awarded the accreditation by the scheme, which was first launched in 2012 and is designed to help landlords achieve improved customer satisfaction by providing a “robust critical challenge” to complaints handling services.

The assessment measures an organisation’s complaints service against a series of complaints commitments and building blocks to determine how the organisation is performing against the Scottish Social Housing Charter and the Scottish Public Services Ombudsman (SPSO) model Complaint Handling Procedures (CHP).

Kirsty Wells, head of HouseMark Scotland said, “We are delighted to have been able to positively assess Queens Cross Housing Association’s performance under our complaints accreditation service for a second time. This is testament to the high quality of service in complaints handling and continuous improvement they have been able to demonstrate.”

Louise Smith, director of neighbourhood services at Queens Cross Housing Association added, We pride ourselves on offering services that consistently demonstrate value for money to our tenants.”

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