The latest Learning from Severe Administration Report issued by the Housing Ombudsman is about Apologies.

The report says an apology can be important in resetting the relationship with a resident after something has gone wrong.  But it must be:

• Timely, personal and sincere
• Give the reason for the apology, explain why things went wrong, take responsibility for this and express regret
• Given by a relevant and suitably senior member of staff.  Residents should be able to choose whether to receive it in writing or in person.

The full report is here.