Why do we pay compensation?

We are committed to providing high quality services to all our customers. However we recognise that sometimes we don’t get it right and you are unhappy with the service you have received.

When this happens, we will try to put things right and make sure it does not happen again. In some circumstances we accept that some form of compensation is the appropriate way to give our apology.

You have the legal right to seek compensation in certain circumstances:

      ·         under the right to repair legislation where we fail to carry out repairs on time
·         for home improvements you have carried out in your home
      ·         for home loss and disturbance where your tenancy is disturbed 
      either temporarily or permanently because of work carried out by us.

When can you claim compensation?

We will consider paying compensation in the following circumstances:

      ·         if we uphold your complaint and consider compensation is a fair remedy
·         if we or our contractors fail on two occasions to keep a mutually agreed 
      appointment without reasonable notice
·         if we fail to acknowledge correspondence or provide a detail response within
      our customer service standard timescales
·         if we have failed to complete an agreed repairs on time and you have provided 
      reasonable access (right to repair)
·         if you lose the use of services or facilities in your home because we have not
      done the repairs that are our responsibility
·         if you have to pay extra costs because of the failure of services to your home 
      which are our responsibility
·         if we or our contractors damage your personal possessions
·         if you have made improvements to your home, with our permission, 
      and your tenancy comes to an end
·         if we require you to move out temporarily or permanently to carry out necessary
      works (called disturbance)
·         if we permanently move you from your home because of improvement or
      development works (called home loss)

Sorry fund payment 

There may be instances where the service provided is below the level of service that can be expected but does not fit into any of the above categories.

In these instances we may make use of our ‘Sorry Fund ‘. The value of the ‘Sorry Fund’ will not exceed £10 and will be made in a form of a gesture e.g. chocolates or flowers.  

How to claim

If you feel you have claim for compensation please contact our office on 01922 648252  and explain why and what you want to claim for. Wherever possible you should provide documents such as receipts to support your claim

A FULL COPY OF OUR COMPENSATION POLICY IS AVAILABLE