Housing compensation policy
We aim to provide a high-quality service to all our tenants and leaseholders. However, we understand that sometimes things can go wrong.
Our compensation policy explains what we will do in those situations and how we will put things right.
This policy has been reviewed with residents, and changes have been made based on their feedback to make sure it is fair, clear and reflects what matters to you.
This policy sets out:
- when you may be entitled to compensation
- how to ask for compensation
- how we decide if compensation should be paid
- what you can expect from us during the process.
It helps make sure we treat everyone fairly, consistently, and with respect.
Putting things right
If something has gone wrong, compensation is only one way we may resolve it. We may also:
- apologise
- fix the problem or provide a service that was missed
- review how we work to prevent the same issue happening again.
Working alongside our complaints process
This policy works alongside our complaints process. If you are unhappy with a service, you can raise a complaint and we will look into it. Where appropriate, we may offer compensation as part of resolving your complaint.
Being open and accountable
We are committed to:
- listening to your concerns
- responding promptly
- being clear about your rights and what outcomes you can expect.
This policy supports our responsibility to be open, accountable, and transparent in how we deal with issues.
What is not covered
Some types of claims are not handled under this policy, including:
- claims covered by building insurance (for example damage caused by events like fire, flooding or storms)
- personal injury claims
- claims related to data protection (GDPR).
If your situation falls into one of these categories, we will guide you to the right process.