Section 7 - Putting things right
Code provision 7.1
Code requirement
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. These can include:
- apologising
- 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.
Comply
Yes.
Evidence
Housing service complaints policy.
Housing Complaints Policy has been reviewed and is published on our website
Housing Complaints Procedure and Template letters has been reviewed and updated to reflect HOS code
This has been rolled out to Operational Heads of Service at weekly Housing Complaints task force meeting.
Commentary / explanation
The Housing Service Policy, Procedure and template letters were reviewed in March 2025. Complaint handling training was rolled out in June 2025 to ensure HOS best practise is embedded.
Code provision 7.2
Code requirement
Any remedy offered must reflect the impact on the resident as a result of any fault identified.
Comply
No.
Evidence
The Housing Complaints Policy, Procedures and Template Letters have all been reviewed in March 2025 to reflect the impact on the resident, however, the compensation policy is still to be reviewed to ensure its compliant with the HOS Code of practise and rolled out. This will be reviewed in Qtr. 3.
Commentary / explanation
Further work needs to be completed around this area and delivered in Qtr.3.
Code provision 7.3
Code requirement
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.
Comply
No.
Evidence
Our template letters have been reviewed and rolled out to take this into account, Complaint training has been rolled out in June 2025 to ensure we are embedding HOS best practise.
Commentary / explanation
Complaint training has been rolled out to housing staff in June 2025 to refresh and embed HOS code. Further work is planned around refreshing compensation best practise.
Code provision 7.4
Code requirement
Landlords must take account of the guidance issued by the Ombudsman when deciding on appropriate remedies.
Comply
No.
Evidence
Our compensation policy needs to be reviewed to consider HOS Best Practise and Guidance. This will be reviewed by Qtr. 3.
Training around complaint handling, remedies and learnings however has been delivered in June 2025.
Commentary / explanation
Further work needs to be completed around this area and delivered in Qtr.3.