When might I be offered compensation?
We consider compensation on a case-by-case basis. We may offer compensation or another remedy when:
- Our services have not met the standards you should expect.
- You have experienced distress, inconvenience, or financial loss as a result of our service failure.
- You have lost access to essential facilities, such as heating, hot water, or parts of your home, for longer than agreed response times.
- There has been a delay or failure in how we handled your complaint.
- You have incurred additional costs due to our actions or inaction, for example, extra heating bills or damaged belongings caused by our contractors.
- We believe a goodwill gesture is appropriate to recognise the impact of the situation you have experienced.
We may also offer compensation if you haven’t asked for it, where we believe it is the right thing to do.