ONE of Scotland's biggest factors will use mystery shoppers in a bid to give homeowners a fairer deal.

Glasgow Housing Association chiefs have vowed to improve communication with its owner-occupiers, many of whom have had a poor relationship with the organisation.

Among the ideas outlined in its latest improvement plan is a mystery shopper-style scheme which will see staff pose as homeowners. They will ring up and test other workers' handling of inquiries and complaints.

The plan, which comes after GHA was told to do better by the Government's housing watchdog, also says they will "get it right first time".

Other proposed improvements to the factoring service include: l the formal recording and monitoring of calls l more clearly laid-out standards of service l better handling of complaints.

GHA said the measures would see services get better for homeowners.

However, a leading housing campaigner said today they didn't go far enough. In September last year Communities Scotland gave GHA an overall "C" or "fair"grade in its first-ever report card.

But it criticised the organisation for the way it dealt with the 27,000 people who live in its factored blocks.

Glasgow lawyer Mike Dailly, who campaigns against bad factors, said: "GHA needs to pull its socks up in the way it deals with homeowners, many of whom are on very low incomes, however, I can't see how these measures will change anything.

"There needs to be a root and branch review of all the GHA's systems - and a complete change of ethos.

"The Evening Times' campaign brings this into sharp focus."

Last week the Evening Times launched a high-profile campaign demanding a better deal from Glasgow's factors.

As part of the campaign, which is ongoing, we highlighted shoddy practices such as high charging for repairs, bad workmanship, poor communication with residents, inflated penalty charges and even court action.

The campaign has received cross-party support from Scotland's politicians.

GHA chairwoman Sandra Forsythe said: "We have been engaging more regularly and effectively with homeowners to gain a better understanding of their concerns."