Consultation on our Complaints Handling Procedure
We are reviewing our Complaints Handling Procedure (CHP) and refreshing complaints training for staff and Board members.
At Drumchapel Housing Co-operative, we want to make sure tenants understand how complaints are handled and have the opportunity to share their views on how we communicate about complaints performance.
The Scottish Public Services Ombudsman consulted widely with tenants when developing the original Model Complaint Handling Procedure (MCHP). The aim was to streamline and standardise complaints handling across the housing sector, while keeping the needs of customers at the centre of the process.
The Model Complaint Handling Procedure already reflects many of the common concerns tenants may have when making a complaint. As a registered social landlord, the Co-operative is required to adopt the MCHP in full.
However, we also believe it is important to consult with tenants, as this is a key document that explains what people can expect from us when they raise a concern or complaint.
There are some areas where tenant feedback can help shape our approach. This includes who signs off complaints and how, and when, we share information with tenants about complaints performance.
There are also parts of the procedure that cannot be changed; for example, we cannot add extra internal appeal stages or create different timescales based on consultation feedback, as the procedure is designed to provide a consistent approach across the housing sector.
We want tenants to have clear information about what is open for discussion and what must remain in line with the national model. This will help ensure the consultation is meaningful, transparent and focused on the areas where your views can make a difference.
The consultation will be via survey monkey, or you can contact us to discuss your views.
Consultation closes on 21 September 2026.
Here is the Draft Complaint Handling Procedure.