Decision Maker: Housing Policy Committee

Outcome: Recommendations Approved

Is Key Decision?: Yes

Is Callable In?: No

Date of Decision: January 23, 2025

Purpose: Approval of a Compensation Policy and associated suite of working procedures.

Content: 8.1 The Head of Service, Neighbourhood Intervention and Tenant Support presented a report seeking approval of the Compensation policy for the Housing Service. The Policy set out the Council’s responsibilities and how it will respond to claims for compensation. Approval of the Policy ensures compliance with a recommendation from the Housing Ombudsman and ensures cognisance of the Consumer Standards produced by the Regulator of Social Housing.     8.2 RESOLVED UNANIMOUSLY: That the Housing Policy Committee: - 1.    Approves the Tenant and Leaseholder Compensation Policy in the form attached at Appendix A.     8.3 Reasons for Decision 8.3.1 The Housing Service does not currently have a Compensation Policy. The proposed Compensation Policy, if approved, would remedy this situation and provide for the right level of transparency and accountability that the issue requires.     8.4 Alternatives Considered and Rejected 8.4.1 Alternative Option 1:   Produce an update to the ‘Claims for Money’ procedure. This is a procedure that the Housing Service utilised previously and was last updated in 2017.   Maintaining a position of having a procedure only to address the issue of compensation does not accord with the national prominence given to the issue of complaints and redress against providers of social housing. Similarly, an approach of leaving the matter to procedure would not accord with the commitment that the Council currently demonstrate in their corporate approach to complaint redress and resolution.     8.4.2 Alternative Option 2:   Adopt an operational position of deference to the Housing Ombudsman ‘Remedies Guidance’ when the Housing Service are met with a claim for compensation.   This option is rejected as it would offer only a piecemeal approach to the issue and would result in inconsistent outcomes. Furthermore, the Housing Ombudsman’s guidance is intended primarily as guidance for Housing Ombudsman staff and not as a replacement or like for like alternative to a social landlord maintaining their own Policy.