Sparrow remedies policy

Our Remedies Policy sets out how we handle complaints fairly, consistently, and with care.

We look at each situation individually, considering the time, effort, and impact on the customer. Remedies may include fixing the issue, offering a goodwill gesture, or providing compensation where appropriate. We also learn from service failures to improve how we work.

This policy follows the Housing Ombudsman’s Complaint Handling Code and is shaped by best practice and legislation, including the Equality Act 2010. It’s designed to be clear, fair, and accessible - so customers know what to expect and how to claim compensation when needed.