Section 6 - Putting things right
Mandatory ‘must’ requirements
Code section 6.1
Code requirement
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.
Comply
Yes.
Evidence, commentary and any explanations
This is standard practice and included in the complaint response.
Code section 6.2
Code requirement
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.
Comply
Yes.
Evidence, commentary and any explanations
This is standard practice and included in the complaint response.
Code section 6.5
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
Yes.
Evidence, commentary and any explanations
This is standard practice and included in the complaint response.
Code section 6.6
Code requirement
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.
Comply
Yes.
Evidence, commentary and any explanations
This is standard practice and included in the complaint response.
Best practice ‘should’ requirements
Code section 6.3
Code requirement
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.
Comply
No.
Evidence, commentary and any explanations
Whilst there is nothing explicit in the Housing service complaints policy, it is expected that the complaint handler will raise it with a senior manager so that processes or systems can be put right, and acted upon.
We plan to review and add the above to the Housing service complaints policy along with a recording mechanism to enable reporting.
Code section 6.7
Code requirement
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.
Comply
Yes.
Evidence, commentary and any explanations
Should such an event occur the complaint handler would obtain legal advice.