Resolving complaints
If the outcome of a complaint finds Housing 21 to be at fault, there are various ways we can look to put things right. These can include some or all of the following:
- 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 or practices
When deciding what action to take, we must consider the extent of any failings and the impact on residents. This will include:
- Length of time that a situation has been ongoing
- Frequency with which something has occurred
- Severity of any service failure or omission
- Number of different failures
- Cumulative impact on the resident
- Resident’s particular circumstances or vulnerabilities
We will clearly set out what will happen and by when. When awarding compensation, we will consider whether:
- Any statutory payments are due
- If any quantifiable losses have been incurred
- The time and trouble a resident has been put to
- Any distress and inconvenience caused
More information about the resolution process is set out in the Housing Ombudsman’s Complaint Handling Code.