Section 7 - Putting things right
Code provision 7.1
Code requirement
Where something has gone wrong a landlord must acknowledge this and set out the actions it has already taken, or intends to take, to put things right. These can include:
- apologising
- acknowledging where things have gone wrong
- providing an explanation, assistance or reasons
- taking action if there has been delay
- reconsidering or changing a decision
- amending a record or adding a correction or addendum
- providing a financial remedy
- changing policies, procedures practices.
Comply
No.
Evidence
The service takes all these points into account however it is not documented in our policy, process or procedures.
Commentary / explanation
The Housing Service Complaints Policy, process and procedure will be reviewed and include this in the review which will be undertaken by March 2025, will also ensure it is built into its training.
Code provision 7.2
Code requirement
Any remedy offered must reflect the impact on the resident as a result of any fault identified.
Comply
No.
Evidence
There is a compensation policy however this needs to be reviewed to ensure its compliant with the HOS Code,
Commentary / explanation
The Housing Service Complaints Policy, process and procedure will be reviewed and include this in the review which will be undertaken by March 2025,.
Code provision 7.3
Code requirement
The remedy offer must clearly set out what will happen and by when, in agreement with the resident where appropriate. Any remedy proposed must be followed through to completion.
Comply
No.
Evidence
This needs to be reviewed and built into our compensation to ensure it is following the HOS code.
Commentary / explanation
The Compensation Policy, process and procedure will be reviewed and include this in the review which will be undertaken by March 2025.
Code provision 7.4
Code requirement
Landlords must take account of the guidance issued by the Ombudsman when deciding on appropriate remedies.
Comply
No.
Evidence
This needs to be built into our processes, procedures and training.
Commentary / explanation
This will be included in our review of complaints handling which will be undertaken by March 2025.