Compensation for service failure

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

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

Compensation for repairs

In line with the right to repair obligations, we'll pay compensation to customers where we fail to complete small health and safety related repairs within statutorily prescribed timescales. This could be to an individual property, or to communal services and facilities. For example: total loss of water supply; partial or total loss of gas supply; total loss of electricity or leaking from water or heating pipes, tank or cistern.

Compensation is capped at £50 - but in some cases we may pay additional discretionary compensation as a goodwill gesture, acknowledging the impact and inconvenience experienced.

Proactive refund of service charges

We'll initiate a refund of service charge to all customers where we've not provided them with the services they've paid for. In addition, we'll 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'll not be attending for a booked appointment, we'll 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'll refund them their out-of-pocket expenses.


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