Compensation for service failure

We aim to provide a good quality service to all our residents and we have set out those commitments in our Customer Promise. When we fail to meet the set standards and our commitments to our residents, we will put this right as quickly as possible.

Where compensation is being claimed as part of a complaint, we will deal with it as part of the complaint resolution.

Compensation for repairs

Where we don’t complete repairs within legal timeframes we are required to make specific payments. The list below gives you more detail.

DefectPrescribed period in working days
Total loss of electric power1
Unsafe power or lighting socket, or electrical fitting1
Total loss of water supply1
Total or partial loss of gas supply1
Blocked flue to open fire or boiler1
Total or partial loss of space or water heating between 31 October and 1 May1
Blocked or leaking foul drain, soil stack, or (where there is no other working toilet in the dwelling-house) toilet pan1
Toilet not flushing (where there is no other working toilet in the dwelling-house)1
Leaking from water or heating pipe, tank or cistern1
Insecure external window, door or lock1
Partial loss of water supply3
Partial loss of electric power3
Total or partial loss of space or water heating between 30 April and 1 November3
Blocked sink, bath or basin3
Tap which cannot be turned3
Loose or detached bannister or hand rail3
Rotten timber flooring or stair tread3
Leaking roof7
Door-entry phone not working7
Mechanical extractor fan in internal kitchen or bathroom not working7

The maximum compensation you can claim is £100.

Proactive refund of service charges

We will initiate a refund of service charge to all customers where we have not provided them with the service(s) they have paid for. In addition, we will pay customers compensation for the loss of the service.

Fixed award for missed appointments

Where we fail to give our customers at least 24 hours’ notice that we will not be attending for a booked appointment, we will pay a fixed compensation amount of £20.

Out-of-pocket expenses

Where our mistake means that our customers have to spend extra money on bills and meals, we will refund them their out-of-pocket expenses.


We will respond to compensation claims within ten working days. Where we are awaiting information from third parties or need to investigate further, we will inform the customer and provide an action plan.