From July 2026, in line with guidance from the Scottish Public Services Ombudsman (SPSO), Glasgow West Housing Association has enhanced its Complaints Handling Procedure to better support children and young people who wish to raise a concern.

These changes help ensure that complaints made by, for, or about children are handled in a way that is accessible, supportive and respectful of children's rights, in line with the principles of the United Nations Convention on the Rights of the Child (UNCRC). 

When does this apply?

Our child-friendly approach applies when:

• A child or young person (under 18) raises a complaint directly.
• An adult raises a complaint on behalf of a child.
• A concern is raised about an issue affecting a child or young person. 

This is not a separate complaints process. Instead, it is an important addition to our existing Complaints Handling Procedure, helping to ensure children and young people are supported and included throughout the complaints process.

You can read more about the SPSO's child-friendly complaints principles here.

What can you expect?

Adult-led complaints

If you are raising a complaint on behalf of a child, or your complaint relates to an issue affecting a child, we may seek the child's consent for you to act on their behalf. This helps ensure the child's views are considered and that they are involved in the complaints process where appropriate and where they have the capacity to do so.

Child-led complaints

Where a child or young person raises a complaint directly, we will:

• Ensure they never meet alone with a member of staff.
• Use clear, age-appropriate language and explain the complaints process in a way they can understand.
• Give them the opportunity to communicate with a staff member they feel comfortable speaking to, where possible.
• Keep them informed about what is happening and what to expect next.
• Make reasonable adjustments where additional support is required.
• Keep appropriate records to help us learn from complaints and improve our services.

We are committed to ensuring that all children and young people feel safe, listened to and supported when sharing concerns with us. If you would like further information about our complaints process, please get in touch.