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 

Google translate Google translate
click to choose
Colour contrast Contrast
default
high
Font size Text size
down
default
up