Complaint handling code self-assessment

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.

Details of appropriate remedies are included within the complaint handling training.

Any remedy offered must reflect the impact on the resident as a result of any fault identified.

Included within complaint handling training.

All remedies offered are based on each individual case and the impact of any resolution is considered from a wider perspective and included within any learning from complaints.

Landlords must take account of the guidance issued by the Ombudsman when deciding on appropriate remedies.