Issue - meetings

Purpose of Report

To seek approval of the new Department of Housing and Investment(DHI) Remedies Policy as detailed at Appendix 1 of the officer’s report.

Decision

1.    That the new DHI Remedies Policy be approved.

2.    That authority be delegated to the City Solicitor in conjunction with the Portfolio Holder for Quality Housing to consider and approve any suggested amendments recommended by the Policy Scrutiny Committee on 19 November 2024. Any major recommendations would be referred back to Executive for approval.

Alternative Options Considered

None.

Reason for Decision

The Council now had a statutory duty to handle customer complaints in line with the Housing Ombudsman Service (HOS) Complaint Handling Code, (The Code), as detailed within paragraph 2.1-2.6 of the officer’s report.

Whilst there were existing procedures for offering small sums to compensate loss there was not a formal policy document which was in line with the HOS Guidance on Remedies and therefore, a new one was developed and agreed to ensure compliance with The Code.

Lincoln Tenants Panel (LTP) had been consulted about this report and had made the following comments:

1.    Recommend the remedies policy be reviewed annually.

Response: This had been noted and reflected in the review date information.

2.    LTP requested that they were provided with an annual report on the volume of compensation administered and areas of service related to.

Response: This had been noted and could be provided.

3.    Agreed with the proposed compensation amounts and increments system relating to qualifying improvements, gesture of goodwill and payment of compensation to customers,

Response: This had been noted.

4.    Recommended rent refund for disturbance allowance amount was reduced.

Response: This had been noted however, the amounts had been suggested were based on the Housing Ombudsman award thresholds.

This policy was reviewed at Housing Scrutiny Sub Committee on 31 October 2024 and it was supported to be referred to Executive for approval. It was also discussed that the report and policy should be presented to Policy Scrutiny Committee on 19 November for further review and consideration.