How do you decide the amount?
We do not have fixed amounts for compensation. Instead, we consider:
- The severity and duration of the service failure.
- The impact on you and your household, including any vulnerabilities.
- Any financial loss you have experienced where supporting evidence is supplied.
- Whether we have already taken steps to put things right.
- The time and effort you spent trying to resolve the issue.
We use internal guidance to ensure our decisions are fair and consistent. In some cases, we may refer to the Housing Ombudsman’s benchmark amounts.