How to claim compensation by Accent Group

How to claim compensation

We aim to offer high quality services and value for money to all our residents, and we have set some minimum standards of service that you can expect to receive. If we do not meet these standards, in certain circumstances we may pay compensation. How to claim If you think you might be due compensation, you must put your claim in writing. (We accept emails as well as letters). You must tell us why you think you are due compensation and your letter or email must be supported by evidence. If you are not sure how to claim or what evidence you need, speak to your housing officer. They can help you put your claim together. We aim to acknowledge your claim for compensation within three working days of receiving your letter, and respond fully to your claim within 10 working days. If a claim is more complex and we need more time to investigate it, we will discuss this with you.

How to claim compensation

Compensation payments There are two types of compensation payments: • Discretionary: A goodwill gesture award for a fault in our service which has caused you inconvenience. Not all service failures will result in compensation. • Obligatory: A payment made as a result of a failure in our service where the law or your tenancy agreement or lease says we must compensate you; for improvements made to your home or where you have to leave your home. Discretionary Compensation If there is a simple mistake which can be easily put right, we will aim to put it right to your satisfaction. In such cases, we would not normally pay compensation. However, there may be occasions when you have been particularly inconvenienced and we will consider whether it is appropriate to compensate you. Depending on the nature of your claim, compensation may not necessarily be paid to you in money. We may send you shopping or decorating vouchers, or some other small gift. Some examples of discretionary compensation are: • If you have to move temporarily while repairs or planned improvements are made to your home. (This would cover items such as re-directing mail or utility connection charges once work is completed). • If you have been unable to use some service or facility in your home because it has not been repaired properly. • If you have been particularly inconvenienced while we have carried out work on your home. • Where we have failed to meet our obligations as your landlord. • If we have failed to provide you with the service you are entitled to with, for example, missed repair appointments.

How to claim compensation

Obligatory Compensation Obligatory compensation may be paid if: • You have made improvements to your home after 1 April 1994. (If you are on a fixed term tenancy, you cannot apply for compensation). • If your claim is due to a repair not being completed in line with our timescales. (Our ‘right to repair scheme’ covers specific repairs, known as ‘qualifying repairs’ which cost less than £250 and should be done within a set time limit). • You have had to leave your home because it is due to be demolished or re-developed. Home loss payments can be made to residents or homeowners who have lived in their home for at least 12 months and who have to leave permanently. If we agree to make a payment under this policy, we may offset it against any debt you owe to us. Any payment will be made ‘without prejudice’ as a gesture of our goodwill. It is not an acceptance of any legal responsibility. It is not possible to give examples of how much compensation you may receive as every case is different.

How to claim compensation

If we refuse to pay compensation If we refuse to pay compensation, we will explain why. Some reasons where we will not pay are: • If damage has been caused by you, someone in your household or one of your visitors. • If damage has been caused by a resident in an adjoining property, for example, with a leaking washing machine. • If you have not reported loss or damage within a reasonable timescale, or you have not kept damaged goods as proof to be inspected. • Where a contractor has not been able to gain access to your home to assess damage and carry out repairs. • Where work was unplanned, but we have told you about it. For advice and information on our compensation policy, or to find out how to make a claim, contact us. If you are not satisfied with our response to your claim for compensation, you may request a review.

Stay in touch T: 0345 678 0555 E: customerservices@accentgroup.org @accenthousing Office addresses and opening times are available on our website AG19