| 7.1 | Where something has gone wrong a landlord must acknowledge this and set out the actions it has already taken, or intends to take, to put things right. These can include: • Apologising; • Acknowledging where things have gone wrong; • Providing an explanation, assistance or reasons; • Taking action if there has been delay; • Reconsidering or changing a decision; • Amending a record or adding a correction or addendum; • Providing a financial remedy; • Changing policies, procedures or practices. | Yes | South Norfolk complaints policy | Defined within the policy within putting things right. |
| 7.2 | Any remedy offered must reflect the impact on the resident as a result of any fault identified. | Yes | South Norfolk complaints policy | Defined within the policy within putting things right. |
| 7.3 | The remedy offer must clearly set out what will happen and by when, in agreement with the resident where appropriate. Any remedy proposed must be followed through to completion. | Yes | South Norfolk complaints policy | Defined within the policy within putting things right. |
| 7.4 | Landlords must take account of the guidance issued by the Ombudsman when deciding on appropriate remedies. | Yes | South Norfolk complaints policy | Defined within the policy within putting things right. |
