Views On Draft Housing Complaint Remedy And Compensation Policy

Overview

Why your views matter

We’ll be holding one focus group for staff and one for residents to find out if our draft complaint remedy and compensation policy achieves our aims.
Aims of the new policy

1.1    To accompany the change to a two-stage complaint procedure and to support aims to reduce complaint escalation.

1.2    To unify existing procedures and act as a complete set of guidelines on the types of remedy available and the circumstances in which we will award financial compensation.

1.3    To bring together in one document information about remedies and compensation for all areas of housing services including housing management, repairs and housing needs

1.4    To provide a readable document that informs customers of the types of remedy they can expect for their complaint. By managing expectations we hope to improve satisfaction with the complaints procedure

1.5    To assist staff to reach a satisfactory remedy at departmental stage (Local Resolution) and reduce the number of complaints escalating.