SPSO Consultation on KPIs
The Scottish Public Services Ombudsman consults on draft accompanying guidance to Model Complaints Handling Procedures.
The Scottish Public Services Ombudsman consults on draft accompanying guidance to Model Complaints Handling Procedures.
The Scottish Public Services Ombudsman (SPSO) has asked for comment on draft accompanying guidance to its Model Complaints Handling Procedures. This draft guidance includes details of key performance indicators (KPIs) that will form the basis of reporting to the governing body and to tenants on complaints.
The document proposes five mandatory KPIs relating to:
It goes on to highlight three additional KPIs that are not compulsory but recommended. These relate to:
The paper also outlines reporting requirements based on these KPIs, including:
The full draft paper is available in the downloads section to the right of this article. The SPSO has asked for comment by close Friday 25 June, and SFHA will be submitting a response.
If you would like to feed into the SFHA response, or have any comments regarding the above, please contact Alan Stokes, Policy Lead, by emailing astokes@sfha.co.uk