Queens Cross Housing Association has been declared “complaints accredited” for a second three-year period following an external, independent assessment by HouseMark Scotland.

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, Glasgow-based Queens Cross Housing Association has had its complaints accreditation renewed for three years.

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

Kirsty Wells, head of HouseMark Scotland, said: “We are delighted to have been able to positively assess Queens Cross Housing Association’s performance under our complaints accreditation service for a second time. This is testament to the high quality of service in complaints handling and continuous improvement they have been able to demonstrate.

“Our accreditation process is designed to empower customers and to drive improvements in customer satisfaction. Given the recognition our benchmarking now offers and with a growing range of other member services available, there has never been a better time to look at becoming a member of HouseMark Scotland.”

Louise Smith, director of neighbourhood services at Queens Cross Housing Association, added: “Providing excellent customer service and being able to demonstrate best practice in our approach to complaints handling are top priorities for us as demonstrated by our ongoing commitment to achieving complaints accreditation through the external, independent assessment provided by HouseMark Scotland.

“We pride ourselves on offering services that consistently demonstrate value for money to our tenants. As a result of being a HouseMark member, we have access to a range of benchmarking tools such as complaints accreditation, which enables us to drive continuous improvement and deliver better complaints handling for the benefit of our customers.”