Compensation and charges

Charges

We use service charges to recover the costs we incur in providing day-to-day services to your building, property or community. We work it out in such a way as to ensure that you pay a fair share of the actual cost of the services that you receive. If you are a leaseholder, you will also be liable to pay ground rent.

Compensation

We want to provide you with the best possible service but you may feel you have suffered inconvenience, loss or disturbance. As a housing association resident you may have the legal right to claim compensation. 

 

For more information on compensation and charges you are liable for please see the relevant link below.

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Residents

It is our responsibility to make sure the outside of your home is in good condition. We will repair fixtures and fittings inside your home such as heating systems and kitchen units and will cover the cost of these where damage has occurred through normal wear and tear. If a repair is needed as a result of an accident, carelessness or vandalism, we may charge you for it. This is called a re-charge.

You must leave your property in good condition when you move out. For more details on what is expected of you, please see the Moving out leaflet[pdf] 1MB.

For more information about re-charges and the types of repairs you will have to pay for, please see the Chargeable extras leaflet[pdf] 504KB.

Compensation

We want to provide you with the best possible service but you may feel you have suffered inconvenience, loss or disturbance. As a housing association resident you may have the legal right to claim compensation.

We will consider two main types of compensation:

  1. Situations where you may have a legal right to claim compensation;
  2. Situations where we will consider compensation as a gesture of goodwill.

If you feel that you might be entitled to compensation, please contact us. We aim to acknowledge and investigate all claims for compensation within 10 days of receipt.

For further information please see our Compensation leaflet[pdf] 1MB.