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Case study: A 'can do' approach to complaints
Case study: A 'can do' approach to complaints An interview with Castle Rock Edinvar Housing Association Background Castle Rock Edinvar Housing Association (CREHA) owns or manages 6,000 homes…Statistics 2014-15
Statistics 2014-15 Introduction In 2014-15, the SPSO received 772 enquiries and 4,895 complaints (10% more complaints than last year) dealt with a total of 4,802 complaints (9% more than last year),…Statistics 2015-16
Statistics 2015-16 Introduction In 2015-16, we saw some reduction in overall caseload but an increase in the complexity of cases. We saw a 9% increase in NHS complaints that were ready for us to…Statistics 2017-18
Statistics 2017-18 Introduction In 2017-18 we received 5,029 complaints and enquiries. We determined 5,130 complaints and enquiries. 60% of the cases we investigated this year were about the health…Time limit for making complaints to SPSO
Time limit for making complaints to SPSO Section 10(1) of the Scottish Public Services Ombudsman Act sets out the time limit within which a member of the public should normally bring us their complaint…Equality, Diversity and Inclusion
Equality, Diversity and Inclusion We are committed to ensuring that all people have an equal opportunity to access our services. We recognise our duties under the Equality Act 2010 to promote equality…Detailed information on delays
Detailed information on delays Due to an increase in the volume of cases we are currently receiving there is a delay of 14-16 weeks in allocating some complaints to a complaints reviewer. This…Statistics 2018-19
Statistics 2018-19 Introduction In 2018-19 we received: 4,188 complaints - a 2% increase on the 4,125 received in the previous year. 1,707 enquiries - an 89% increase on the 904…History of the Model Complaints Handling Procedures
History of the Model Complaints Handling Procedures Further Education The Further Education Model Complaints Handling Procedure (MCHP) was developed in consultation with key stakeholders, including…Policy work
Policy work Consultations and inquiries The wide range of subjects that we investigate across many different sectors provides a unique perspective on the delivery of public services in Scotland. One of…