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Compensation policy |
| Find out about our compensation policy |
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- We believe that we should provide, and that all our customers have the right to demand, the highest possible quality of service from us.
- We believe that if you live in our general, supported or leasehold housing, you are entitled to compensation if we fail to provide services.
- We believe that compensation should be available to any other customer who is affected by failures in the way we deliver our services.
- We will offer all residents access to our compensation awards scheme.
- We will aim to provide satisfaction to the customer, and sort out why we could not provide the service. We will pay compensation or take action to make amends.
- When it is clear that our services have fallen below the agreed standard, we will not insist that you make a complaint in order to receive compensation.
- We will use the compensation award scheme when our complaint handling process upholds your complaint.
- We will run the compensation award scheme in a fair way, that reflects the partnership we want to build with our customers.
- We will rely on customers telling us when they believe compensation is due, and we will consider each request in line with the award scheme.
- We will always pay in cases that qualify for guaranteed compensation.
- We will always let you know if we decide that we cannot uphold your claim for compensation.
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