We aim to provide the highest possible standard of service to all of our customers.  On occasion, when we fail to achieve our standards, we aim to minimise dissatisfaction by recognising the level of inconvenience caused to the customer.  This can include paying compensation in order make good any loss that our customer has incurred.

Improvements carried out to the home

Tenants who have carried out improvements to their home, with our permission, are entitled to compensation when their tenancy ends.  Compensation will not exceed £3,000 and is not paid for sums under £50.  It is calculated using a set formula that takes into account the value and age of the work carried out.  To learn more about this please read our published information about Tenant Improvements.

Damage to personal property

We will compensate customers for property damaged by staff or contractors on a like-for-like basis.  Damaged items should be retained by the customer to enable the Association’s staff and/or insurers to inspect them.  Where tenants claim for damage caused by our staff or contractors on personal contents insurance, we will pay the excess charged to the tenant.

Service failure

We will compensate customers where a failure on our part has been shown to cause the customer to suffer loss or incur cost. Compensation is not payable where the situation is beyond our control.  Key examples where we will pay compensation are:

• A failure to attend an appointment without giving notice
• Rooms left in an uninhabitable state due to our failure to act
• Failure of services covered by a service charge
• Costs incurred in seeking to remedy a service failure (proof of costs will be required).

All such compensation payments will be made as a credit onto the customers rent account.