Complaints compensation policy for council tenants and leaseholders - Consultation

When things go wrong with our housing services, we believe in putting them right. Our Housing Complaints Compensation Policy sets out how we'll fairly and consistently compensate residents when our services fall short of our high standards.

We're updating our approach to be more consistent and evidence-based. The policy covers statutory rights - like Right to Repair payments - alongside discretionary compensation for service failures that cause genuine inconvenience or cost.

The policy covers both statutory compensation - your legal rights to payments in specific circumstances - and discretionary payments where we recognise our service failures have impacted you. We've aligned our approach with the Housing Ombudsman's guidance to ensure we're meeting best practice standards.

We're consulting on this policy because getting compensation right matters. When we fail you as your landlord, fair and prompt redress is essential to rebuilding trust and demonstrating that we take our responsibilities seriously. We therefore want to hear your views on the new policy's clarity, fairness, and proposed delivery.

Please do not recirculate the attached policy document, as it remains subject to change while we implement feedback from this consultation.