HouseMark’s complaints accreditation scheme was launched in 2012 and is designed to help landlords to 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).

Based on the results of this assessment, River Clyde Homes has had its approach to managing and learning from complaints accredited for three years.

The HouseMark team provides support and guidance throughout the accreditation process, helping to embed both good practice and continuous improvement.

Gillian Campbell, knowledge manager with HouseMark Scotland (pictured 4th left), said: “We are delighted to have been able to positively assess River Clyde Homes’ performance under our complaints accreditation service. Through our robust accreditation process we identified a real commitment to handling complaints effectively and, critically, using them to further improve customer service.”

Jonathan Grant, head of customer services (East) at River Clyde Homes (pictured 3rd left), added: “This is a great acknowledgement of the hard work put in by staff across River Clyde Homes to improve our customer services. We are delighted to receive external recognition through a robust and challenging process. This is further recognition that River Clyde Homes is putting our customers at the heart of our service delivery and I’d like to thank all our customers who worked with HouseMark during the accreditation process.”