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.