Views On Draft Housing Complaint Remedy And Compensation Policy

Closed 31 Mar 2009

Opened 19 Mar 2009

Results expected 15 Apr 2009

Overview

Please contact the quality and performance team

Why We Are Consulting

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.

Areas

  • All Areas

Audiences

  • Black and minority ethnic groups
  • Businesses
  • Carers
  • Children
  • Community and voluntary groups
  • Council staff
  • Council tenants
  • Disabled people
  • Emergency services
  • Faith communities
  • Health service users
  • Landlords
  • Leaseholders
  • Lesbian, gay, bisexual and transgender groups
  • Non-service users
  • Older people
  • Other local service providers
  • Parents
  • Police
  • Pupils
  • Residents
  • School staff
  • Service users
  • Young people

Interests

  • Council and democracy