April 2024
De
p
tf
o
r
d
H
ous
i
ng
C
oop
e
r
a
t
i
v
e
C
omp
e
ns
a
t
i
on
P
o
li
cy
1. P
u
r
pos
e
1.1 DHC is committed to providing good quality services to our members. When we fall short
of our commitments, we want to put things right quickly. Our aim is to resolve issues
before the need for compensation but this is sometimes not possible. In instances where
we fail to provide a quality service, we may need to pay compensation to put things right.
1.2 We will consider making an offer of compensation when an apology alone is not
sufficient, and where we recognise the impact the service loss or failure has had on
the customer.
1.3 Compensation may be a mix of statutory based payments, discretionary based
payments and where appropriate, rent /service charge refunds.
1.4 In administering this policy we will:
1.4.1 Apply a consistent approach when offering compensation to our members. 1.4.2
Consider the
member’s
circumstances and details of the situation
to ensure appropriate compensation is offered.
1.4.3 Be clear about the circumstances in which we will and will not pay
statutory and discretionary compensation.
1.4.4 Be clear and transparent about the level of compensation offered.
1.4.5 Aim to record and pay compensation promptly.
2. S
cop
e
2.1 This Policy sets out
DHC’s approach
to offering and managing compensation claims
and awards and is administered in conjunction with
DHC’s
Complaints Policy.
2.2 The policy applies to all DHC residents and anyone who receives a service from
DHC. The policy will also be applicable to anyone who has been affected by a DHC
service failure.
2.3 In line with DHC tenancy agreements, it is expected that our customers take out
adequate home contents insurance for their furniture, decorations and personal
possessions to insure them against accidental damage, loss, fire or theft. This policy is
not intended to replace or compensate for
a customer’s
lack of home contents
insurance.
1
2.3 We
wou
l
d
no
t
usu
all
y
p
a
y
comp
e
ns
a
t
i
on
i
n
t
h
e
f
o
ll
ow
i
ng
c
i
r
cums
t
a
nc
e
s
:
2.3.1 Where there are exceptional reasons for service delay or failure,
which are outside our control such as adverse weather or supply
chain issues.
2.3.2
2.3.3
2.3.4
2.3.5
2.3.6
2.3.7
2.3.8
2.3.9
Where a customer has not allowed reasonable access for DHC to
complete repairs.
Where a customer has refused repairs needed to resolve the issue.
Where we were not informed and could not reasonably have known of the
failure.
Where poor quality home improvements or unauthorised
repairs/services to the property have been carried out by the
customer without DHC being notified.
Where we have made good any damage that occurred when
undertaking day-to-day repairs to a
customers’
property.
Where the service failure or fault is caused by the
customer’s
misuse,
negligence, or damage.
Where the service failure is not the responsibility of DHC but
another party e.g. utility company, repairs contractor etc.
Where the customer should claim against their home contents and/or
building insurance.
2.3.10
2.3.11
2.3.12
Where we have been ordered by a court or competent tribunal/ housing
ombudsman to pay compensation in respect of the same issue or there is an
ongoing legal action against DHC i.e for disrepair. Short-term nuisance
caused by building works.
Neighbour nuisance.
2.4 The above circumstances are not exhaustive. Discretion can be exercised in
exceptional circumstances and would need the approval of the MC.
3.0 P
o
li
cy
App
r
o
a
ch
3.1 We will consider an offer of compensation when an apology alone is not sufficient. This
is when we recognise the impact the service loss or failure has had on the customer.
3.2 Compensation will be awarded in a manner that is empathetic, fair and proportionate,
as well as representing value for money in the way we manage our Coop resources.
3.3 Where a customer has made a valid complaint, we will apply compensation as detailed
in this policy.
3.4 Where statutory compensation is due, we will pay this in accordance with Right to
Repair legislation.
2
3.5 Where appropriate, compensation will be offered as part of our Stage 1 or Stage 2
complaint decision. The final award of compensation will be reviewed once all
work/issues have been resolved to ensure that it’s proportionate.
4 Ci
r
cums
t
a
nc
e
s
wh
e
r
e
comp
e
ns
a
t
i
on
o
r
r
ei
mbu
r
s
e
m
e
n
t
m
a
y
b
e
o
ff
e
r
e
d
We will consider paying compensation in the following circumstances:
4.1 Where legislation, such as the Right to Repair requires it.
4.2 Where we fail to follow our policies, procedures or guidelines and this has a
negative impact on the customer.
4.3 Where we fail to respond to or process a complaint within agreed response
times and do not
comply with the Housing Ombudsman’s Complaint Handling
Code.
4.4 Where we fail to attend a booked appointment without good reason
–
not
because the customer changed the appointment date/time.
4.5 Where we fail to complete repairs for which we are responsible within agreed
response times and not advised customers of any exceptions e.g. structural or
supply chain issues, identification of asbestos.
4.6 Where we fail to deal satisfactorily with repairs that are our responsibility,
and the customer is continuing to live in poor conditions longer than is
reasonable.
4.7 Where our negligence with carrying out day-to-day repairs has caused
damage to the customer’s home and/or belongings, we will assess each case
individually
–
in most circumstances we would expect the damages to be dealt
with by the
customer’s
home insurance although we may consider
discretionary compensation.
4.8 Where our failure has caused a loss of facilities and/or amenities beyond the agreed
response times, eg heating and hot water or the customer is unable to use part of
their home.
4.9 Where we fail to provide a service that customers have been charged for, for
example, cleaning and grounds maintenance services, we may consider
discretionary compensation.
4.10 Where the customer had no choice but to pay for something because of
our inaction, delay or negligence.
5 Da
m
a
g
e
t
o
customer’s
hom
e/
b
el
ong
i
ngs
du
r
i
ng
p
la
nn
e
d
wo
r
ks
5.1 In the case of damage to a
customer’s home
, we will carry out reasonable
restoration and redecoration work for them or compensate them to carry out the
restitution work themselves if they prefer.
5.2 Where damage or alleged injury occurs because of our or our
contractor’s
negligence, we will refer the issue to our insurers. This includes damage to
3
customers’ personal possessions.
Claims against our insurance policy must be
registered by us within 28 days of the event.
We
w
ill
no
t
cons
i
d
e
r
comp
e
ns
a
t
i
on
i
f
t
h
e
d
a
m
a
g
e
occu
rr
e
d
:
5.3 To a fitting or fixture that the customer had installed without obtaining the
required permission or that has been poorly constructed or installed by
unqualified person/s.
5.4 In an area that we have not worked in. For example, if the same carpet is laid in
more than one room, we will only consider replacing it in the room where the
damage occurred.
6 T
yp
e
s
o
f
C
omp
e
ns
a
t
i
on
6.1 S
t
a
t
u
t
o
r
y
comp
e
ns
a
t
i
on
–
Ri
gh
t
t
o
Re
p
ai
r
6.1.1 The Right to Repair Scheme helps secure and assured tenants get small specific
‘qualifying’ repairs done quickly. DHC’s tenancies are not secure
, as such, Right to
Repair regulations are not binding on DHC tenancies but we support the principles that
underpin Right to Repair. These repairs are ones that relate to health, safety, and
security. For example, total loss of water, total loss of electricity, partial or total loss of
gas. The matter may relate to individual properties or a communal service or area.
6.1.2 U
nd
e
r
Ri
gh
t
t
o
Re
p
ai
r
,
r
e
p
ai
r
s
mus
t
cos
t
le
ss
t
h
a
n
£250 a
nd
i
f
no
t
comp
le
t
e
d
w
i
t
h
i
n
t
h
e
s
t
a
t
u
t
o
r
y
t
a
r
g
e
t
t
i
m
e
s
, DHC
m
a
y
p
a
y
s
t
a
t
u
t
o
r
y
comp
e
ns
a
t
i
on
. T
h
i
s
i
s
£10
p
l
us
a
n
a
dd
i
t
i
on
al £2
p
e
r
hous
e
ho
l
d
p
e
r
d
a
y
(
f
o
r
e
v
e
r
y
e
x
tr
a
d
a
y
t
h
e
r
e
p
ai
r
isn’t
f
i
x
e
d
)
c
a
pp
e
d
a
t
£50.
Qualifying repairs and repair times and compensation amounts are set out at
Appendix 1.
6.1.3 An additional discretionary payment may be made acknowledging the impact,
inconvenience, distress, and time/effort required of the customer.
6.2 Di
sc
r
e
t
i
on
a
r
y
C
omp
e
ns
a
t
i
on
6.2.1 We will award discretionary compensation when our mistake or failure causes a customer
distress and inconvenience and/or the need to spend unnecessary time and effort in
getting us to put things right.
6.2.2 We will also consider the impact of any failures in our complaint handling and where
we have
not complied with the Housing Ombudsman’s Complaint
Handling
Code.
4
6.2.3 Discretionary payments must consider the individual household circumstances, such
as specific vulnerabilities and where this has caused greater impact.
6.3 When assessing the level of discretionary compensation, we will take the following
considerations into account:
6.3.1 The duration of any avoidable distress or inconvenience 6.3.2
The seriousness of any other unfair impact
6.3.3 How we have communicated with the customer
6.4
Loss
o
f
r
oom
Where a customer is not able to use a room(s) in their home because of a repair issue that is
our responsibility, and which causes prolonged and unreasonable disruption, we will
consider a partial refund of rent. For leaseholders who do not pay rent, we will
consider
another form of discretionary payment. The customer’s
specific situation or
vulnerabilities should be considered when making an offer.
6.5
Loss
o
f
i
nd
i
v
i
du
al
s
e
r
v
i
c
e/
f
a
c
ili
t
ie
s
Where the customer has suffered a loss of service/facility i.e. heating and hot water
and they have not been resolved within agreed timeframes, we will consider
discretionary compensation.
6.6
Loss
o
f
commun
al
s
e
r
v
i
c
e/
f
a
c
ili
t
ie
s
Customers can be compensated for loss of communal services and facilities that are not
resolved within agreed timeframes.
We would consider offering discretionary compensation to acknowledge any distress and
convenience experienced as well as any time and effort made by the customer to put the
issue right.
6.7 Rei
mbu
r
s
e
m
e
n
t
We will not reimburse customers for any lost earnings. We will pay back for any relevant
out-of-pocket expenses that have been incurred by our customers due to service failures
caused by us.
Evidence must be provided by our customers to demonstrate that an expense has been
incurred because of our failure to resolve the issue. This would usually be in the form of
receipts, invoices, bank statements and utility bills.
6.8 C
omp
e
ns
a
t
i
on
f
o
r
lea
s
e
ho
l
d
e
r
s
6.8.1 We may refund an insurance excess as discretionary compensation if we have
5
been negligent in the handling of a repair or defect that we are responsible for. 6.8.2
We may consider compensation for leaseholders where our failure has caused
them to be unable to use a part of their home or experienced a loss of amenity i.e.
loss of heating and hot water that we are responsible for.
6.8.3 Where a leaseholder lets the property out, we will not compensate for loss of rental
income or rent increases due to a repair issue or loss of service.
6.8.4 Any compensation paid will be discussed with and credited to the leaseholder
directly and not any tenant of the leaseholder.
6.8.5 We will compensate for missed appointments on communal repairs if we have
specifically requested that the leaseholder/shared owner/homeowner be present.
7.0 Pa
ym
e
n
t
s
/ Pa
ym
e
n
t
Me
t
hods
We will partly or fully offset a compensation payment against any debt owed to us by
a customer, including rent and service charge arrears but this is not applicable for any
reimbursements of out-of-pocket expenses.
In line with the Housing Ombudsman
’
s approach, offsetting may not apply if:
7.1 The tenants arrears are in dispute.
7.2 The tenants arrears are the subject of the complaint.
7.3 The landlord is legally obliged to make the payment, such as a statutory Home Loss or
Disturbance payment.
7.4 It would not be fair to do so
–
for example where a
landlord’s
maladministration resulted in the arrears in the first place.
7.5 T
he resident has incurred additional ‘out of pocket’ expenses as a direct result of
the landlord’s actions or inactions –
for example where a property requires major
repairs to make it habitable and the resident incurred out of pocket expenses by having to
pay for hotel accommodation as a direct result of a landlord not arranging the works
needed or not offering them alternative accommodation whilst works were done.
7.6 In all cases, the following payment methods are available:
7.6.1 Cheque
7.6.2 Rent adjustment/refund*
7.6.3 Service charge adjustment/refund*
7.6.4 Decorating voucher
We will ensure that payments and/or adjustments will be issued promptly.
8.0 Ha
nd
li
ng
C
omp
e
ns
a
t
i
on
8.1 We will handle compensation through our complaints process. Please refer to our
Complaint policy for further detail.
6
8.2 All compensation claims raised by a customer will be dealt with as a complaint. If
a complaint has not been recorded, then one should be logged and dealt with
under the complaints policy timeframe.
8.3 Customers requesting compensation will be asked to provide all relevant
evidence to support their claim including receipts, photographs and any
correspondence with DHC.
8.4 Complaints can be made in several ways as outlined in the complaints policy/ noted
below.
8.5 In person/ in writing to;
DHC Housing Office
16 Rochdale Way
London SE8 4 LY
By telephone on;
0203 121 1261
By email to:
complaints@deptfordhousing.coop
8.6 Members should always, where possible, seek independent legal advice from a Law
Centre, Solicitor or
Citizen’s
Advice Bureau.
9.0
App
eal
DHC has a 2 stage complaints process. If customers are not happy with the
compensation offered at Stage 1, they can request an escalation to Stage 2 for a review.
The full details of this process are contained within
DHC’s
Complaints Policy.
10.0 Re
v
ie
w
The management committee is responsible for ensuring that this policy is reviewed annually
to ensure continued relevance and good practice. Updates and amendments may be
proposed, considered and approved via an SGM.
L
a
s
t
upd
a
t
e
d
:
April 2024
Da
t
e
o
f
n
e
x
t
r
e
v
ie
w
:
April 2025
7
App
e
nd
i
x
1
1.
Ri
gh
t
t
o
Re
p
ai
r
The Right to Repair obligations make it incumbent on housing providers to offer compensation to
secure and assured tenants when they fail to complete qualifying repairs within the timescale set
by government. DHC
do
e
s
no
t
o
ff
e
r
s
e
cu
r
e
o
r
a
ssu
r
e
d
t
e
n
a
nc
ie
s
so
i
s
no
t
ob
li
g
e
d
t
o
con
f
o
r
m
t
o
Ri
gh
t
t
o
Re
p
ai
r
ob
li
g
a
t
i
ons
. I
t
o
ff
e
r
s
t
h
i
s
on
t
h
e
b
a
s
i
s
o
f
good
p
r
a
c
t
i
c
e.
The Right to Repair only applies to ‘Qualifying’ Repairs.
These are urgent repairs which threaten the
health, safety or security of the customer. Individual repairs and prescribed timescales are set out by
Right To Repair legislation. The period varies according to the type of repair. The repairs and time-scales
are listed below.
De
f
e
c
t
Total loss of electric power
Unsafe power or lighting socket, or electrical fitting
Total loss of water supply
Total or partial loss of gas supply
Blocked flue to open fire or boiler
Total or partial loss of space or water heating
between 31 October and 1 May
Blocked or leaking foul drain, soil stack, or (where
there is no other working toilet in the dwelling-house)
toilet pan
Toilet not flushing (where there is no other working
toilet in the dwelling-house)
Leaking from water or heating pipe, tank or cistern
Insecure external window, door or lock
Partial loss of water supply
Partial loss of electric power
Total or partial loss of space or water heating
between 30 April and 1 November
Blocked sink, bath or basin
Tap which cannot be turned
Loose or detached bannister or hand rail
Rotten timber flooring or stair tread Leaking
roof
Door-entry phone not working
Mechanical extractor fan in internal kitchen or
bathroom not working
P
r
e
sc
r
i
b
e
d
p
e
r
i
od
i
n
wo
r
k
i
ng
d
a
ys
1
1
1
1
1
1
1
1
1
1
3
3
3
3
3
3
3
7
7
7
8