Compensation for Customers. www. Learning from you.

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1 Compensation for www Learning from you

2 Customer compensation form You can use this form to make a claim for compensation, or you can contact us by , via our website, letter or phone. Name: Address: Daytime phone number: address: Please provide as much detail as you can, it would also be helpful if receipts were submitted with your claim as we will need these to calculate claims for loss or expense. 2 Please continue on additional sheets if needed. #

3 How to make a claim for compensation and what to expect during the process Westward aims to provide effective and efficient services. We recognise that there may be times when our services do not meet our standards and when our customers may seek compensation from us. This leaflet sets out the circumstances when we will make compensation payments and how we will process all claims fairly and consistently. Our compensation policy is not intended to replace or compensate customers for a lack of contents insurance. Customers are strongly encouraged to take out home contents insurance for their furniture, decorations and personal possessions to insure them against accidental damage, loss, fire or water damage, burglary etc. Details of an easily obtainable, reasonably priced policy are available from Westward staff. 3

4 Discretionary compensation This is paid on occasions where services provided have not met our service standards. These payments are discretionary and can be determined by us. We will establish these in partnership with our customers. This reflects our commitment to getting things right first time. Discretionary compensation may be paid in the following circumstances: n We fail to provide a service you pay service charges for n You experience a loss of amenities and extra utility costs n A complaint is upheld or partially upheld and where Westward believes its actions or inactions have caused inconvenience to the complainant. Grounds maintenance, estate cleaning and caretaking Where the service is entirely unavailable for more than two service cycles, (dependent on scheme) the service charge may be waived at the daily rate, for every day or part day in which the service is not provided. Lifts and communal TV aerials Where the service is continuously unavailable for more than 48 hours, the service charge may be waived at the daily rate for every day or part day. Door entry systems Where the service is continually unavailable for more than 7 days, the service charge may be waived at the daily rate, for every day or part day in excess of 7 days. Where compensation is paid for a service charge item, payment will be made to all customers who are identified as having suffered the failure without the need for each individual to claim. Loss of amenity Compensation will be considered if emergency repair work is delayed or remains incomplete for more than 48 hours, and where reasonable alternative facilities are not made available. Daily payments for each full day beyond the given date of repair: n No hot water a day n No cooking facilities a day n No lighting a day n Total loss of power to plug points a day Use of: n Temporary heaters (provided by Westward) a day per heater n Dehumidifier (provided by Westward) a day per unit These payments will not apply to circumstances beyond the control of Westward or at the fault of the customer. For example a leak from an incorrectly plumbed washing machine. 4

5 Maximum payment Any payment for service failure will normally be limited to a maximum of 50 per household for any individual claim. Insurance claims All claims for personal injury or substantial defects will be dealt with by Westwards insurers. Payment method Where discretionary compensation is awarded and the customer is a tenant, payments will be credited to their rent account. Occasions where we do not make compensatory payments n Any loss, damage or delay that has been caused or contributed by a customer, a member of their household or another third party. n There is damage to the property, personal belongings and furniture or loss of an amenity caused by condensation which the customer has not taken reasonable steps to prevent. n The customer has failed to give reasonable access to us or our representatives. n Any loss is due to negligence or interference by the customer. n The matter is beyond the control of Westward e.g. failure of water, electricity and gas services. n Exceptional weather conditions n Accidental damage where Westward has not done something wrong e.g. burst pipes, blocked drains or other events which could not have been predicted and/or were not reported. n Forced entry has been gained by the police for the purpose of executing a warrant. n We need to lawfully gain access to the property for emergency repairs in the absence of the customer. How we will deal with claims Each claim will be appointed with an investigating officer. The investigating officer will work in service which the claim relates to. When receiving a compensation claim from you, we will: n Acknowledge your claim within three working days and advise you of the staff member dealing with it. n Arrange for your claim to be fully investigated by this staff member, which could include an inspection of the property. n Investigate as quickly as possible and advise you of the outcome within 10 working days of the acknowledgement. If it will take longer, we will let you know in good time. Customers have 20 working days to respond in writing, either by accepting the level of compensation offered or by submitting an appeal. 5

6 Statutory compensation This is paid in accordance with landlord and tenant legislation. The compensation is often prescribed either by value or method of calculation. Statutory compensation falls under the following categories: n Home loss and disturbance payments n Right to compensation for improvements n Right to repair Home loss and disturbance A home loss payment will be paid if a customer is permanently displaced from their home as a result of Westward carrying out improvements or redevelopment. Our Decant Policy explains how Westward will manage and compensate customers in the exceptional circumstances when it is not possible for them to remain in their home whilst building works are carried out. Please note major repairs do not trigger qualification. 6

7 Compensation for improvements In the event of you ending your tenancy, you may be able to claim compensation for any improvements you have carried out and are leaving in the property. To be able to make a claim, you must have previously applied for and obtained permission to carry out the improvements from Westward. Contact us for further details of the conditions that apply. Any compensation for improvements will be paid on a sliding scale. This is based on the life expectancy of the improvement. Improvement Notional life (years) Bath or shower 12 Cavity wall insulation 20 Double glazing (other external window replacement, secondary glazing) 20 Draught proofing (external doors and windows) 8 Insulation for pipes, water tank or cylinder 10 Items improving security (excluding burglar alarms) 10 Kitchen sink 10 Loft insulation 20 Rewiring, provision of power lighting, other electrical fittings, smoke detectors 15 Space or water heating 12 Storage cupboards (kitchen or bathroom) 10 Thermostatic radiator valves 7 Toilet 12 Wash hand basin 12 Work surfaces (kitchen) 10 Right to repair Westward complies with the Right to Repair Scheme. This gives tenants the right to be compensated if emergency repairs are not completed on time. If Westward fails to complete a repair on time twice, the customer can inform us that the repair has not been done. Help with claims We will help any customer who is entitled to make a claim. 7

8 Appeals An appeal must be made within 20 working days of the decision and where possible this must be in writing. When receiving an appeal, we will: n Acknowledge your appeal within three working days, and advise you of the staff member who will deal with it. n Any appeals against decisions will be dealt with by a Senior Manager or Director. n We will advise you on the outcome of the appeal within 10 working days of the acknowledgement. If it will take longer, we will le t you know in good time If you or someone you know would like this Compensation for Customers on CD, in large print, in Braille, or translated into another language please contact our Communications Team on or info@westwardhousing.org.uk Tel: info@westwardhousing.org.uk Text: with your name, address, phone number and brief outline of query. If you have hearing problems, please use the RNIDTypetalk service on (textphone users) or (hearing people). Westward Housing Group, Templar House, Collett Way, Newton Abbot TQ12 Westward Housing Group Westward Housing Group Ltd (an exempt charity - Community Benefit Society no. 7350) with Horizon Homes and Help to Buy South West. Westward Housing Group Ltd, Templar House, Collett Way, Newton Abbot TQ12 4PH (registered office); and Tarka House, Clovelly Road Industrial Estate, Bideford EX39 3HN.. August 2017