Section 7: Putting things right
Code provision 7.1
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.
Do we comply?
Yes
Evidence
Our online Comments, Compliments and Complaints procedure.
Commentary / explanation
This is detailed in our Comments, Compliments and Complaints procedure, in the section ‘How will complaints be dealt with?’.
Actions taken are detailed in the outcome letter, along with Next Steps for anything outstanding, and service improvements already identified at that stage. These are monitored within the complaint hub until completion.
Code provision 7.2
Requirement
Any remedy offered must reflect the impact on the resident as a result of any fault identified.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
We seek to gain an understanding of the impact of any service failure and consider this when offering remedies.
Code provision 7.3
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
Actions taken are detailed in the outcome letter, along with Next Steps for anything outstanding, and service improvements already identified at that stage. These are monitored within the complaint hub until completion. Cases with outstanding actions remain open on our CRM system for monitoring.
Code provision 7.4
Requirement
Landlords must take account of the guidance issued by the Ombudsman when deciding on appropriate remedies.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
We agree on remedies in consultation with the Ombudsman’s published advice on remedies and compensation.
