Compensation for repairs
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.
|Defect||Prescribed period in working days|
|Total loss of electric power||1|
|Unsafe power or lighting socket, or electrical fitting||1|
|Total loss of water supply||1|
|Total or partial loss of gas supply||1|
|Blocked flue to open fire or boiler||1|
|Total or partial loss of space or water heating between 31 October and 1 May||1|
|Blocked or leaking foul drain, soil stack, or (where there is no other working toilet in the dwelling-house) toilet pan||1|
|Toilet not flushing (where there is no other working toilet in the dwelling-house)||1|
|Leaking from water or heating pipe, tank or cistern||1|
|Insecure external window, door or lock||1|
|Partial loss of water supply||3|
|Partial loss of electric power||3|
|Total or partial loss of space or water heating between 30 April and 1 November||3|
|Blocked sink, bath or basin||3|
|Tap which cannot be turned||3|
|Loose or detached bannister or hand rail||3|
|Rotten timber flooring or stair tread||3|
|Door-entry phone not working||7|
|Mechanical extractor fan in internal kitchen or bathroom not working||7|
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.
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.