When is compensation not usually offered?
While we assess each case individually, compensation is not normally offered when:
- The issue was caused by circumstances beyond our control, such as extreme weather or national emergencies.
- The problem was caused by a third party not working on our behalf, for example, a utility provider.
- The issue resulted from your own actions, such as making alterations to your home without our permission, misuse, or failure to allow access for repairs.
- The matter is already being dealt with through legal proceedings or insurance claims.
- The loss is related to earnings, annual leave, or personal injury. These are not covered under our complaints process.
- You have not taken reasonable steps to minimise the impact, for example, ignoring advice to move belongings to prevent damage.
We also expect all customers to have contents insurance to protect personal belongings.