Complaints Compensation Policy
Feedback updated 12 May 2025
We asked
Residents were asked for their views on our Complaints Compensation Policy, which outlines how and when compensation will be provided to tenants and residents.
The Complaints Compensation Policy details our offer of reasonable compensation, to tenants and residents who have been negatively affected by failures in our service delivery.
The council shared the policy in two housing policy engagement sessions, as well as with various resident engagement groups, including the Tenant and Leaseholder Scrutiny Group and members of the Sandwell Community Information & Participation Service.
Online consultation took place over a 4-week period, from February 5th to March 5th, 2025.
You said
The consultation findings highlight mixed support for the Complaints Compensation Policy, with exactly half of respondents agreeing with the aims of the policy.
Those that disagreed with the aims of the policy raised concerns about its effectiveness and the council’s commitment to ensuring fair compensation for tenants. Some respondents stated that the council’s approach was more focused on minimising payments rather than addressing legitimate concerns.
Respondents also told us that the Complaints Compensation Policy should outline the expected timeframe for receiving a response, and that we should consider how we communicate with tenants who do not speak English as a first language.
Responses have been carefully considered by the council and a consultation report has been produced.
We did
In response to resident feedback, we have added clear timescales to the Complaints Compensation Policy, outlining when tenants can submit complaints and the maximum time allowed for a formal response, to ensure transparency and accountability.
We will also conduct a review of language barriers online, in person, and in our policy documents. As part of the review, we will assess current online tools available for language support, identify gaps in language accessibility and develop a plan to implement additional resources or tools to address these gaps.
Overview
We are working with local residents to develop our Complaints Compensation Policy.
The aim of this policy is to provide a framework for offering compensation to tenants and residents where appropriate.
To offer reasonable compensation to tenants and residents who have been affected by failures in service, and to restore residents to the position they would have been in had the service failure not occurred.
This policy has been created to provide clarity and transparency in compensation offers.
It is intended that this will improve complaint handling and resident satisfaction, measured through tenant and resident feedback, as well as continued monitoring of Housing Ombudsman determinations.
This policy only covers discretionary compensation.
Please take the time to read the draft policy before responding. All answers to the survey will remain anonymous.
Why your views matter
It is really important that we have the perspective of as many people as possible who live and work in Sandwell every day when developing the policy. We want to make sure that everyone has had an opportunity to be part of shaping this with us and look forward to hearing from as many of you as possible.
If you have any questions about the document or the consultation as a whole, please email housing_strategy@sandwell.gov.uk.
In line with the General Data Protection Regulations (GDPR) 2018, we will ensure all the information you provide is stored securely, following the seven key principles of GDPR. For further information, please visit our privacy notice page at http://www.sandwell.gov.uk/privacynotices.
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