We recognise the impact
on you if our service level drops below agreed standards.
We aim to be fair to any customer who incurs financial loss or
inconvenience due to a failure in service.
In summary we consider compensation when:
- there’s been a failure of service for which residents pay a
service charge; eg grounds maintenance
- costs are borne by the resident because of failure of service;
eg bank charges caused by our error
- an Affinity Sutton employee or contractor has failed to keep an
appointment without giving 24 hours notice; £10 per missed
- residents are inconvenienced; compensation won’t be automatic
but we will take into account the extent and impact of
inconvenience and offer a goodwill payment accordingly
- there’s a loss of facility; eg use of a room because repairs
haven’t been completed on time
- personal possessions have been damaged by us or one of our
In addition we comply with ‘The Secure Tenants
of Local Housing Authorities (Right to Repair) Regulations 1994. As
a registered social landlord we are required to extend the same
service to assured tenants.
This means that you have the right to
claim compensation if qualifying emergency and urgent repairs are
not carried out within prescribed timescales. We’ve
extended this to include our routine repairs; so any repair
which is our responsibility and exceeds its deadline
(unless work has been delayed because of unforeseen circumstances
and we’ve kept you informed) will be eligible for compensation.
Details of our repair responsibilities and
timescales can be found in our residents’
handbook and service
The amount of compensation is £10, plus £2 for
each day the repair has not been undertaken, to a maximum of £50.
It won’t apply if the repair couldn’t be undertaken because a
resident failed to provide access to the property.
If you feel you’re entitled to compensation,
please call 0300 100 0303 and ask to speak with the member of staff
handling your complaint.