Complaints Compensation Policy

Page 1 of 4

Closes 5 Mar 2025

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Policy aims

1. Before reading this policy, I was aware of the support Sandwell Council provides to tenants and leaseholders regarding complaints compensation.
(Required)
2. To what extent do you agree or disagree with the aims of the Complaints Compensation Policy?

This policy document provides a framework for offering compensation to complainants. This will allow Sandwell Council to:

  • Offer reasonable compensation to complaints affected by failures in service and complaints handling
  • Restore residents to the position they would have been in had the service failure not occurred
  • Provide clarity and transparency in compensation offers
  • Improve complainant handling and resident satisfaction, measured through tenant and resident feedback, as well as continued monitoring of Housing Ombudsman determinations.
(Required)

Please tell us why:

3. Is the policy clear about what type of compensation will be offered to complainants?
(Required)

Please tell us why:

4. Is the policy clear about the circumstances under which compensation will be offered to complainants?
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Please tell us why:

5. Does the policy clearly explain how and when exemptions for complaints compensation will be applied?
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Please tell us why:

6. To what extent to you agree or disagree that the majority of service users will understand this policy?
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Please tell us why:

7. Any other comments