Compensation Leaflet

Compensation and Disturbance Allowance

2 | www.a1housing.co.uk

Contents

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Introduction 4

Compensation 5 Right to repair 6

Service failure 7

Disturbance 8

Improvement works 9

Additional compensation 11

How to claim compensation 12

Home contents insurance 15


Introduction

A1 Housing aims to offer its customers a high quality of service and value for money. With this in mind, we have set a level of service and values that we expect our staff to deliver as a minimum.

Unfortunately, sometimes we are not able to meet these standards and in some circumstances saying sorry is not enough. It is in these instances that we will consider paying compensation.

This booklet will tell you who may be compensated and the situations when compensation may be paid.

Please note: The information contained in this booklet is not exhaustive. For the full terms and conditions, please read our Compensation and Disturbance Allowance Policy, which can be found on the A1 Housing website: www.a1housing.co.uk

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Compensation

Who is eligible for compensation?

All A1 Housing tenants may receive compensation, regardless of whether they are introductory or secure tenants.In certain circumstances Leaseholders may also be entitled to compensation.

Please note: in some cases compensation may be offset against rent arrears, or be paid in the form of decoration or high street vouchers.

When will compensation be paid?

There are a number of circumstances when compensation may be paid, these include:

• Right to repair• Service failure• Disturbance• Improvement works

Right to repair


In 1994 the government introduced a Right to Repair scheme. This scheme makes sure that some small, urgent, repairs, that can be done quickly and easily, and might affect your health, safety or security, are completed within a certain timescale.

For more information about the Right to Repair scheme visit www.gov.uk/council-housing/repairs-and-maintenance or contact our Customer Services team on 0800 590 542.

If we fail to meet any of the standards below we will automatically send you a £10 shopping voucher.

• If we fail to respond to your written correspondence, (letter or e-mail), within 10 working days of A1 Housing receiving it. Please note a response may be in the form of an e-mail or a telephone call.• If we fail to send a full written response to your complaint within 10 working days of receiving it.• If an A1 Housing Officer fails to meet an agreed appointment.• If a customer has had to take time off work and an agreed appointment is not kept.• When a person starts a new tenancy, A1 Housing agrees that the property has been offered in an unacceptable condition and decoration vouchers have not been agreed in advance of the person accepting the property.• If A1 Housing agrees that repair work by one of its employees has not been completed correctly.• When A1 Housing agrees that one of its employees, or a contractor acting on behalf of A1 Housing, has damaged your personal belongings while carrying out work.

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Service failure

Disturbance


There are times when we will ask customers to move out of their home on a temporary, or even permanent, basis so that major repairs, alterations or improvements can be made to the property.

The compensation that may be paid for permanent moves can include:• The fees of a removal company.• Disconnection and reconnection of TV aerials, telephones, cookers and plumbed-in appliances• Redirection of post.• The Statutory Home Loss Payment (this payment is only available when you need to move out of your home due to demolition or redevelopment).• Other reasonable costs that are agreed before you move.• The compensation we may pay for temporary moves can include:• The fees of a removal company.• Disconnection and reconnection of TV aerials, telephones, cookers and plumbed-in appliances.• Storage costs where applicable.• Redirection of post.• Other reasonable costs, that are agreed before you move.

When we ask a vulnerable tenant to move on a temporary or permanent basis, we will provide extra support, advice and services to make this move as easy as possible.

Sometimes, when we carry out major improvement works (e.g. electrical rewiring) to your home, there may be some unavoidable damage to your decoration. In cases such as these, you will be told if you qualify for a disturbance payment.

If you stay in your home while major damp-proofing works are carried out, and therefore are unable to use the downstairs area, we will issue you with a disturbance allowance.

Please note that we will not pay for damage caused in the following circumstances:

• Unavoidable disturbance to decoration while undertaking emergency or responsive repairs.• Damage caused by lifting floor coverings, e.g. laminate, linoleum or foam-backed carpets.

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Improvement works


Quality

Service

Satisfaction

There may be times when compensation is necessary but is not covered by any of the areas mentioned in this booklet. This can include when a tenant has made a complaint to us and where we feel that, given the circumstances, financial compensation is justified. A1 Housing’s decision on this is final.

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Additional compensation

Quality

Service

Satisfaction

How to claim compensation


In many of the cases listed within this booklet, compensation or disturbance payments will be made automatically and you will not have to claim.

Claiming for damage to personal belongings

In cases where you believe damage has been caused to your personal belongings you should contact our Customer Services Team (see contact details on the back page), request a claim form and follow the advice below.

• Keep any damaged items until you have been told that they can be disposed of, we will want to see them.• Produce any receipts for the damaged items as proof of purchase, value and ownership.• Complete the compensation form as soon as possible after the damage has been caused.

Once we receive your completed claim form, along with any associated documents, we will send you an acknowledgment (usually within three working days) and send you a full reply, with our decision, within 20 working days.

If we agree that we are responsible for the damage, we will arrange for you to receive replacement goods.

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Any claim over £500 will be referred to our insurer and the claim will be administered by Bassetlaw District Council.

Please note: we are unable to investigate claims that are over six months old, or where the damaged items are not available for inspection.

Disputes and Appeals

We will consider all claims made against our Compensation and Disturbance Policy. If you are not satisfied with the response you should contact our Customer Services Team (see contact details on the back page). On receipt of the reason(s) why you do not agree with our decision, we will arrange for an appeal panel to consider your case. The panel will consist of:

• A1 Housing’s Head of Finance• An A1 Housing Tenant Board Member (not known to the claimant).• A Tenant Representative, usually a member of Bassetlaw Association of Tenants and Residents Associations, or a member of A1 Housing’s Scrutiny Panel. The Tenant Representative should not be known to the claimant.

We will acknowledge your appeal within three working days and send you a full written reply, with our decision, within 20 working days.


You are responsible for insuring the contents of your home. If the worst should happen, and you have a burst pipe or a house fire, A1 Housing will only put the building right; you will have to pay for any replacement furnishings or personal belongings.

You can shop around for homes contents insurance and source your own, or you can take advantage of an easy-to-pay policy, especially for tenants, that starts at around £1 a week.

For more information contact our Money Advisors on 0800 590 542.

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Home contents insurance

Contacts

0800 590 542

www.a1housing.co.uk

[email protected]

text us on 07860 021 511

Visit us at:

Retford Property ShopTown Hall, 17B The Square, Retford DN22 6DB

Worksop Property ShopQueen’s Buildings, Potter Street, Worksop S80 2AH

Head Office - Carlton Forest HouseHundred Acre Lane, Worksop S81 0TS

All offices are open Monday to Friday 9am to 5pm

If you need any help communicating with us or understanding any of our documents, please contact us on 0800 590 542.

We can supply a copy of this document in large print,audiotape, Braille format. We can also arrange for a Language Line

interpreter to help you.

GL-33 - 08/15

Documents

Compensation Leaflet