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
n/a
Commentary / explanation
Oxford City Council’s complaints procedure is in place to effectively resolve disputes, by identifying what has gone wrong and the intended actions to put things right.
This is evident from the investigating officer managing the next steps and outcomes until the complaint is fully resolved. The Service area affected where relevant will make the appropriate service improvements.
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 recognise where there are failings and manage the expectation of the complainants and what we are then able to deliver. Remedies include apologies, compensation, ex-gratia payments or a gesture e.g., charitable contribution
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
From the conclusion of the investigation remedies are identified where appropriate in agreement with the complainant and any remedies proposed are monitored through to completion.
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
As good practice we refer to the Housing Ombudsman guidance when deciding on appropriate remedies.
