Schedule of compensation

2^nd missed appointment/no access

• repeated failures to reply to letters or return phone calls
• not having regard to a complainant’s preferred method of contact or contact requirements
• failure to meet service standards for actions and responses but where the failure had no significant impact
• incorrectly addressing correspondence (to cause offence/upset, but not a breach of data protection requirements)
• acknowledging your complaint more than five working days from the date it was raised
• responding to your complaint outside of timescales stated in the Housing Ombudsman Complaints Handling Code including extensions.

• misdirection – giving contradictory, inadequate or incorrect information about a complainant’s rights (for example in relation to decants, mutual exchanges, or preserved Right To Buy)
• a complainant repeatedly having to chase responses and seek correction of mistakes, necessitating unreasonable level of involvement by that complainant
• a complainant being repeatedly passed between staff and/or teams, with no one officer or department taking overall responsibility, or a landlord not taking responsibility for sub-contracted services
• failure over a considerable period of time to act in accordance with policy – for example to address repairs, to respond to antisocial behaviour, to make adequate adjustments
• serious failures but which have already been recognised and resolved by landlord, including redress for actual financial loss
• repeated failure to meaningfully engage with the substance of the complaint, or failing to address all relevant aspects of complaint, leading to considerable delay in resolving complaint
• significant failures to follow complaint procedure, escalate the matter or signpost the complainant.

• long stay in temporary accommodation due to mishandling of repairs
• mishandling or partiality in an antisocial behaviour case leading to exacerbation of tenant relations
• erroneous or premature threat of eviction
• failure to make reasonable adjustments
• failures leading to Environmental Enforcement Orders
• serious mishandling or misdirection leading to speculative loss*.

*Whereby on balance of probabilities it can be reasonably concluded that the complainant has suffered a financial loss, but it would be speculative to try and quantify any actual loss.

Examples might include:

• mishandling by a landlord of a Right to Acquire application leading to the complainant’s mortgage offer expiring and the new mortgage offer being on less favorable terms
• landlord unreasonably withholding permission for assignment of tenancy.