We aim to provide good-quality services to all of our customers. However, we recognise that sometimes we make mistakes and our services may fall short of our usual standards and expectations. Where we can we will try to put right our mistakes and any inconvenience we have caused. But we will not automatically pay money. We aim to be fair to tenants who lose money through a failure in our service. However, we aim to keep our overall costs reasonable by avoiding excessive compensation payments.
When you can claim compensation
We will consider paying compensation in the following circumstances:
- If you have registered a formal complaint that is justifi ed because we have failed to meet our service standards.
- If we have failed to complete an agreed repair on time and you have provided reasonable access.
- If you lose the use of services/rooms in your home because we have not done repairs that are our responsibility.
- If you have to pay extra costs because of the failure of services to your home which are our responsibility
such as heating and hot water.
- If we or our contractors damage your personal possessions.
- If we fail to keep an appointment without reasonable explanation and you lose earnings by taking time off work, or you incur travel costs.
Compensation may also be considered if:
- we have damaged your property
- you have suffered a personal injury or fi nancial loss as a result of something we have done or failed to do.
These cases will be referred to our Insurance Administrator and may take a little longer to investigate.
When you cannot claim compensation
We will not pay compensation if we are unable to achieve our standards because of circumstances outside our control. The kinds of thing that are outside of our control or when we won’t pay compensation are:
- poor weather
- waiting for materials to complete a job
- if you have not let us into your home to complete a repair
- if workmen cannot get spare parts and have kept you informed
- if extra work is needed and we have kept you informed
- accidental damage where we have not done something wrong – for example, a leaking radiator that was not reported to us and has damaged your carpet.
In circumstances like these you may be able to claim on your own household insurance. We cannot normally consider a claim for compensation if the reason is major maintenance or improvement work on your home. But we will recognise where unreasonable inconvenience or disruption has been caused and consider compensation. If you have to move while the work is being done, we will pay all reasonable costs involved in the move.
How to claim
To claim compensation, you should contact Harvest Response on LoCall 0845 345 0272 and explain why and what you want to claim for. Claims should be made within 28 days of the date to which the claim relates.
Wherever possible, you should provide documents such as receipts to support your claim.