If we get things wrong, we want to make them right and learn from our mistakes.
Putting things right sometimes involves compensation.
We define compensation as something offered by us to say sorry and put right a loss or inconvenience we have caused. This policy explains how we will compensate.
Here's what you need to know
When we offer compensation
We may pay compensation if our actions or delays cause inconvenience, loss or damage.
Situations where compensation applies
- Missed appointments or service failures.
- Delays in completing repairs or major works.
- Loss of facilities (like heating or water) for extended periods.
- Damage to belongings caused by our negligence.
How we calculate compensation
- Based on the impact and length of disruption.
- Following Housing Ombudsman guidelines.
- May include reimbursement for proven costs or inconvenience payments.
How to claim
- Contact us with details of what happened and any evidence.
- We’ll review your claim and respond within set timescales.
- If agreed, payment will be made promptly.
When compensation doesn’t apply
- Issues caused by resident neglect or misuse.
- Events outside our control (like extreme weather).
- Where insurance should cover the loss.
If you’re not happy
You can use our Complaints Policy or contact the Housing Ombudsman.