By Richard Blakeway, the Housing Ombudsman

Compensation is an emotive topic. It’s also a cultural issue. When times are hard and budgets tight this can drive the wrong behaviours. It can result in residents expecting unrealistic redress for failings. Or organisations being reluctant to compensate. Compensation can also be hard to calculate. How do you monetise someone’s distress?

Most of our orders are non-financial and other remedies, like apologies, matter greatly. But getting compensation right could go a way towards restoring trust amongst residents and prevent complaints escalating to us.

Read the full article from HQM here.