We want you to be happy with our services. If any service falls below a reasonable standard, you might be able to claim compensation.
Legal payments
You have a legal right to compensation if:
- we fail to make essential repairs within our target times after two opportunities. Emergency repairs should be done within 24 hours, urgent repairs within 7 calendar days and routine repairs within 28 days
- you make improvements to your home with our permission. We will pay up to £3,000 but the amount will depend on the type of improvement, when it was done and how long it is expected to last
- we ask you to make a permanent move from a home that you've lived in for at least one year. We would only ask this in rare circumstances.
Discretionary payments
We might pay compensation, even if you have no legal right. Payments may be made at our discretion if:
- you cannot use part of your home because of something we've done
- you lose a service which you pay a service charge for
- you stay in your home while major repairs or improvement work is done
- your possessions are damaged by a member of staff or a contractor working for us
- we damage your decorations and cannot repair them with matching materials
- you lose wages, other money, or annual leave because we failed to keep an appointment without giving you 24 hours notice
- you need to move out of your home temporarily
- you make a complaint for good reason.
