Reasonable adjustments
Under the Equality Act 2010, we provide ‘reasonable adjustments’ under the Housing Complaints Procedure. This is detailed within our Unreasonable Complaints Procedure.
We will keep a record of reasonable adjustments agreed with our residents and record disabilities stated (disclosed) by residents. Reasonable adjustments will be kept under active review.
Acknowledgement templates remind residents of reasonable adjustments within the Housing Complaint Procedure and provides information for residents to contact the Housing Complaints team.
Unreasonable Complaints Procedure
We have an Unreasonable Complaints Procedure, which includes unacceptable behaviour from residents and their representatives.
Where this procedure is required, the housing complaints team will manage and evidence reasons for restrictions. These will be proportionate and kept under regular review.
Housing complaint compensation
By following the Housing Ombudsman guidance, we are able to provide compensation where service failures or loss is evidenced during the Housing Complaint Procedure.
Compensation is a payment, either obligatory or discretionary, of a sum of money in recognition of the following:
- delays
- impact – for example inconvenience and distress
- incurred costs
- loss of value – for example, where uninsured valuables have been damaged
Compensation or a goodwill payment will be appropriate and proportionate. It is not offered on an automatic or assured basis when our housing service makes a mistake.