Compensation and Redress policy
Compensation and Redress Amount
Discretionary Payments:
4.1 Discretionary payments will be based on the factors considered in section 3 of this policy and as set out below:
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Low – Impact on customer is low, short duration and caused low inconvenience and distress.
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Up to £100 |
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Medium – Impact on customer is moderate, medium duration or repeated failure which has caused some inconvenience and distress.
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Up to £500 |
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High – Severe long-term impact on customer, resulting in significant physical and/or mental impact or safety needs of a home have been compromised. |
Up to £1,000 |
4.2 Quantifiable payments will be made as set out below (Tenants & Leaseholders only):
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Category |
Level of Compensation |
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Complete loss of Heating (after the first 24 hours, October to March) |
20% of weekly rent pro rata for actual number of days
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Complete loss of Hot Water (after the first 48 hours) |
10% of weekly rent pro rata for actual number of days |
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Complete loss of Cold Water Supply (after the first 72 hours) |
50% of weekly rent
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Complete loss of Electricity Supply (after the first 72 hours) |
50% of weekly rent |
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Total loss of kitchen (after the first 48 hours) |
20% of weekly rent pro rata for actual number of days |
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Total loss of the bathroom (after the first 48 hours) |
20% of weekly rent pro rata for actual number of days |
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Total loss of living area |
20% of weekly rent pro rata for actual number of days |
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Total loss of bedroom(s) |
20% of weekly rent pro rata for actual number of days |
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Toilet not working (after the first 24 hours) |
Where there is only one toilet in property: 50% of weekly rent |
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No use of garage (due to repair/replacement works) |
Offer use of alternative garage OR 100% of garage rent to be credited for full period garage not in use. |
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Lift out of order (after the first 24 hours) |
Where there is no access to alternative lift: 20% of weekly rent pro rata for full period lift not in use |
Energy Costs (Tenants and Leaseholders only)
4.3 Increases in energy costs due to activities caused by the council will be compensated as set out below:
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Category |
Level of Compensation |
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Extensive use of electricity supply to carry out works (major works only) |
£5 per day |
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Use of temporary electric heaters |
£5 per heater per day (up to 2 heaters) |
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Use of dehumidifiers |
£5 per dehumidifier per day |
Decoration Costs (Tenants & Leaseholders only):
4.4 The council will pay for any damage caused to decorations following works carried out by the council, where insurance is not applicable or reasonable.