West Kent is committed to the delivery of excellent services. Where we fail to meet this level of service we are committed to putting things right. Occasionally this will involve the payment of compensation.
When can you claim compensation
If you are a customer of West Kent Housing Association, West Kent Extra or the Association of West Kent Tenants and have experienced difficulties you may be able to claim compensation. One example would be if we did not turn up for an appointment. Tenants of West Kent may be able to make claims for compensation for:
- failure to carry out repairs to your home within target response times
- improvements that you have made to your home
- loss of amentities such as heating or hot water
- loss of a room
- damage to your property which is the responsibility of West Kent or a
- contractor working on our behalf.
For each of the examples given above there are certain conditions that would need to be met before a compensation payment would be made.
How to make a claim for compensation
It is very important that you make your claim for compensation quickly. If you would like to claim money for improvements to your home you should make the claim within 14 days. In all other cases a claim should be made no later than 21 days after the damage or loss.
To make a claim for compensation please complete the compensation form attached. It is important that you complete the form fully and include as much information as possible including any evidence, for example photographs of damage.
If you need any advice or assistance including help completing the form contact our offices and a member of staff will be able to help.
What to expect when you have made a claim for compensation
An officer may contact you to arrange a visit to inspect any damage and in some cases a claim may be passed to West Kent's insurers. In these instances you may need to provide more information.
You can expect your claim to be acknowledged within two working days and assessed within ten working days.
If your claim is successful
You will receive a letter explaining what the compensation covers and a payment will be made in the form of a cheque. If you are a tenant and have rent arrears your compensaton may in certain cases be used to clear rent arrears. You can discuss this with the person dealing with your claim.
If your claim is unsuccessful or you are not satisfied with the settlement
You can appeal by using the complaints procedure. A member of staff will be able to give advice and assistance on this. A complaints leaflet and form are available in our reception areas and by clicking here.
Improving the service we offer
We monitor claims for compensation in order to try and learn from the mistakes we make and improve the service we offer to our customers.
To make a claim, fill in the form below or download and complete the claim form in the related documents.