Complaint handling code self-assessment
Putting things right
|Evidence, commentary and any explanations
Effective dispute resolution requires a process designed to resolve complaints. 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.
The Council's aim is to resolve the majority of issues as early as possible and preferably even before they reach a (stage one) complaint. However, it is acknowledged that this may not always be possible.
Any remedy offered must reflect the extent of any service failures and the level of detriment caused to the resident as a result. A landlord must carefully manage the expectations of residents and not promise anything that cannot be delivered or would cause unfairness to other residents.
|All remedies offered are based on each individual case and the impact of any resolution is considered from a wider perspective and included within any learning from complaints.
|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.
In awarding compensation, a landlord must consider whether any statutory payments are due, if any quantifiable losses have been incurred, the time and trouble a resident has been put to as well as any distress and inconvenience caused.
|Compensation is decided on a case-by-case basis.
Landlords should look beyond the circumstances of the individual complaint and consider whether anything needs to be 'put right' in terms of process or systems to the benefit of all residents.
|All learnings are recorded and actioned.
In some cases, a resident may have a legal entitlement to redress. The landlord should still offer a resolution where possible, obtaining legal advice as to how any offer of resolution should be worded.
|This is part of the process.