Compensation approach (complaints)

At the Time to Talk session in February, Beth, our Complaints Co-ordinator, explained how our complaints process works and how we approach compensation. Our compensation policy is due to be renewed, and we are keen to hear your views.

Beth explained that compensation may be paid to put someone back in the position they would have been in if the problem hadn’t happened. One customer shared that they had received £20 for a missed appointment and felt this was fair.

Beth also explained the difference between a service request and a complaint. A service request is when you first contact us about something – for example, to report a repair or anti-social behaviour. A complaint is when something has gone wrong in the way we’ve handled that issue, such as not following the correct repair process.

We also discussed damage to personal belongings, for example if there is a leak. Unfortunately, leaks can happen. If we have responded in line with our policies and procedures, customers would usually need to claim for damage to personal items through their own household contents insurance. That’s why we always recommend having contents insurance in place. You can find more information on our website under Home Insurance (Cost of Living section). Cost of living - Leeds Federated Housing Association

Beth also shared that the Housing Ombudsman has recently published new guidance about compensation and remedies. One area that is not always straightforward is payments for “time and trouble”. If you would like to read the guidance, you can find it here : Compensation guidance

Beth and the Resolution Team will review this guidance further as part of updating our policy. We would welcome any further feedback.