Organisational learning from complaints
Purpose
We value complaints because they help to improve. We consider how we can learn from each complaint we receive. We publish on a quarterly basis information on complaints outcomes and actions we have taken to improve.
Process
For more information on how we handle complaints please read our guide.
- We try to resolve stage one front line complaints within 5 working days.
- We will consider and give a decision on stage two investigation complaints within no more than 20 working days unless there is a clearly a good reason for needing more time.
- If, after receiving our final decision, the customer remains dissatisfied with our decision or the way we have handled their complaint, they can ask the SPSO to consider it.
- A complaint is resolved when both SHR and the customer agree what actions if any will be taken to provide full and final resolutions, without making a decision about whether the complaints is upheld or not upheld.
Next update will be after quarter one 2024/25.
Learning Log 2024/25
|
SHR ref |
Quarter
|
Description |
Resolved at stage 1 |
Escalated to Stage 2 |
Resolved at stage 2 |
Outcome |
Outcome, if escalated to SPSO |
Description of Learning actions completed |
|
10 |
1 |
Concerns about SHR’s engagement with a landlord |
no |
yes |
no |
Complaint not upheld |
yes |
- |
|
11 |
1 |
Concerns about how a member of SHR staff handled a complaint |
no |
no |
n/a |
Compliant not upheld |
- |
- |
Learning Log 2023/24 - Summary
|
Total Complaints |
Stage 1 resolution |
Escalated to Stage 2 |
Escalated to SPSO |
Handled via another route |
|
4 |
0 |
4 |
0 |
0 |
Learning Log 2023/24 detail
|
SHR ref |
Quarter
|
Description |
Resolved at stage 1 |
Escalated to Stage 2 |
Resolved at stage 2 |
Outcome |
Outcome, if escalated to SPSO |
Description of Learning actions completed |
|
6 |
1 |
Concerns about how SHR responded to request for help in taking forward a complaint about a landlord |
no |
yes |
no |
Not upheld |
n/a |
n/a |
|
7 |
2 |
Concerns about SHR’s engagement with a landlord |
no |
yes |
no |
Not upheld |
n/a |
n/a |
|
8 |
4 |
Concerns about how SHR handled a complaint about a landlord |
no |
yes |
n/a |
Not upheld |
n/a |
n/a |
|
9 |
4 |
Concerns about a whistleblowing case |
no |
yes |
no |
No upheld |
n/a |
n/a |
Full year summary 2022/23
|
Total Complaints |
Stage 1 resolution |
Escalated to Stage 2 |
Escalated to SPSO |
Handled via another route |
|
2 |
1 |
1 |
2 |
1 |
Learning Log 2022/23
|
SHR ref |
Quarter
|
Description |
Resolved at stage 1 |
Escalated to Stage 2 |
Resolved at stage 2 |
Outcome |
Outcome, if escalated to SPSO |
Description of Learning actions completed |
|
1&2 |
1-3 |
Concerns about Statutory Intervention at Dalmuir Park Housing Association |
Case fell out-with the scope of the model complaints handling procedures. We provided a full response responding to queries raised alongside signposting to the SPSO. |
- |
- |
|
SPSO not taking forward complaint |
|
|
3 & 4 |
2 |
Alleged breach of confidentiality & inconsistency in SHR’s views on investigations by a regulated body |
No |
Yes |
No |
Accepted and apologised for the breach in confidentiality and referred to the ICO. |
SPSO not taking forward complaint and also referred complainant to contact the ICO |
Updated policy
|
|
5 |
4 |
Concerns about how SHR handles complaints about RSLs |
Yes |
No |
N/A |
Closed at Stage one |
N/a |
N/A |
Learning Log 2021/22
|
SHR ref |
Quarter
|
Description |
Resolved at stage 1 |
Escalated to Stage 2 |
Resolved at stage 2 |
Outcome |
Outcome, if escalated to SPSO |
Description of Learning actions completed |
|
|
|
|
|
|
|
|
|
|
We received no complaints in 2021/22.
Full Year Summary 2021/22
|
Total Complaints |
Stage 1 resolution |
Escalated to stage Two |
Stage 2 Decisions |
Escalated to SPSO |
Handled via another route |
|
0 |
0 |
0 |
0 |
0 |
0 |
Learning Log 2020/21
There were no complaints during Quarter 4 2020/21
|
SHR ref |
Quarter
|
Description |
Resolved at stage 1 |
Escalated to Stage 2 |
Outcome |
Outcome, if escalated to SPSO |
Description of Learning actions completed |
|
6 |
Quarter 3 |
Unhappy with the handling of a complaint about the individual |
N/A |
N/A |
Taken forward as a subject access request |
N/A |
no |
|
5 |
Quarter 3 |
Unhappy about our handling of a statutory intervention |
No |
Yes |
Not upheld |
no |
no |
|
4 |
Quarter 2 |
Unhappy with use of statutory duties in relation to an RSL |
n/a |
Yes |
Not upheld |
no |
no |
|
3 |
Quarter 2 |
Ongoing repair issues with RSL Unhappy with how SHR handled a complaint about the individual |
yes |
No |
Not applicable |
no |
Advised to follow landlord complains procedures first then the SPSO |
|
2 |
Quarter 1 |
Individual unhappy with conduct of SHR Board member |
Not applicable |
No |
Not applicable |
No |
Individual signposted to the Ethical Standards Commissioner |
|
1 |
Quarter 1 |
Unhappy with response time |
yes |
Not applicable |
Not applicable |
No |
Revision & promotion of complaints register when implementing new complaints handling procedures |
Full Year Summary 2020/21
|
Total Complaints |
Stage 1 resolution |
Escalated to stage Two |
Stage 2 Decisions |
Escalated to SPSO |
Handled via another route |
|
6 |
2 |
2 |
2 not upheld |
0 |
2* |
* one was taken forward as a subject access request and another signposted to the Ethical Standards Commissioner
Our quarterly learning log for previous years is available via our website archive