Compensation and Redress policy

3.1       Redress payments will be appropriate and proportionate and considered against the following factors:
3.1.1    Time and trouble; this include how long a problem has persisted and how often the customer has contacted us before a problem has been resolved. 
3.1.2    Distress and inconvenience; this considers if a customer has been caused upset, discomfort or worry as a result of our actions of lack of actions. 
3.1.3    The individual or household members; have any vulnerabilities that made the impact worse.
3.1.4    The service being provided; the council provide a number of different services and the cost of the service compared to the impact a service failure has had on the customer should be taken into account e.g. the impact of repeated missed bins is likely to be less impactful than an unresolved repair. The council’s statutory obligations relevant to the service will also be taken into account.
3.1.5    What outcome is the customer seeking; this is requested at the start of the council’s complaint policy so it can be considered as part of the complaint investigation.
3.1.6    Medical evidence; the council should acknowledge and consider any medical evidence presented as part of the customer’s complaint.
3.1.7    Customer actions; resident actions may impact the redress offered, in particular if their actions have contributed to a delay or failure in resolving a problem.
3.1.8    Cumulative Impact; recurring issues or unresolved issues that have caused additional problems should be considered. This should also be considered against the type of service and cost of service to the council.