When can compensation be considered? We will consider paying compensation if:

• we have failed to deliver a service to a specified standard
• there has been a loss of services or facilities; or
• you need to move out of your home while major repairs are carried out.
• you have carried out improvements that qualify under the tenants improvement scheme and are moving out.

Failure to deliver a service to a specific standard If we have not carried out a good enough service or met the specific standard, we will make a flat rate payment. This covers situations where:

• we have not finished repairs within the agreed time;
• our staff, consultants or contractors have failed to keep appointments ; or
• we have not responded to complaints or other correspondence on time.

When there has been a loss of services or facilities If you have suffered a loss of service, facility or use of your home, we will offer a full or part refund of your rent. The amount depends on the service and facilities you lost and the time you were without that service or facility. It includes:

• the loss of use of any kitchen, bathroom, bedroom or living room;
• the loss of heating or hot water;
• the loss of sanitary facilities;
• the loss of electricity supply; and
• a lift breaking down.

Payments will be dealt with by our head office and will generally by in cash or by cheque. If you are in arrears or owe us any other money, we will add the payment to your rent account or use it to pay off any other money.

We will not pay compensation where the loss of service or facility has been caused by your own negligence, such as failing to report a repair, the fault of an independent amenity supplier (gas, electricity or water) or where you have not allowed access preventing us completing repairs.

You can click here to get full details of our full compensation policy and how to claim in a leaflet that you can get from us. This booklet sets out the amounts that we will pay.