Home > Residents > Tenants Handbook > 1 - General > Compensation

Hexagon aims to give good standards of service in housing and care, but occasionally, things do go wrong. This information sheet is a summary of our Compensation Policy. A full version of the policy is available from our Customer Services Centre.

When can compensation be considered?

• When we have not completed certain qualifying repairs on time
• When we have failed to provide an essential service set out in the tenancy agreement
• When we have failed to keep an appointment and not let the tenant know in advance
• When a room in a tenant’s home cannot be used because of lack of repair
• If we, or our contractors, damage a tenant’s belongings
• When a tenant has carried out an improvement which “qualifies” under the Tenants’ Improvement scheme and is moving out
• Compensation is paid into a tenant’s rent account.

When we have failed to carry out emergency or urgent repairs?

If there is an emergency or urgent repair (see information sheet 3.1 for more details), that needs doing in your home, and we fail to carry out the repair even after you have reported it to us twice, you may be entitled to compensation under the Right to Repair law. The amount is set at £10 plus £2 per day for each day over the time set out in the list, up to a maximum of £50. Conditions do apply and full details are available on request. Failure to meet an essential service in the tenancy agreement
Where a service to your home is not being provided, such as a communal lighting failure, the weekly service charge will be reimbursed for each complete week that it has been unavailable. (Minor fluctuations in the standard of estate cleaning and grounds maintenance fall outside the compensation policy but any reported fall in standards will be dealt with straight away).

Missed appointments

If a member of our staff or a contractor misses an appointment with you without prior warning, you may be able to claim £10 compensation. A missed appointment is where we are more than one hour outside the slot we agreed with you. When rooms cannot be used

In some cases, repairs to your home may make rooms unusable for a while. If a room is unusable for more than 72 hours, the compensation will be calculated as a proportion of the net rent due (up to 100% of the rent).

Where the whole of a property cannot be used while major work is done, Hexagon will arrange temporary alternative  accommodation; in these circumstances where a tenant has to be “decanted”, a disturbance allowance is paid.

If damage is caused to your possessions

If your belongings are damaged by a member of our staff or one of our contractors, you can normally claim compensation. If the damage has been caused in some other way e.g. by a roof leak of which we had no knowledge before the event, or by your neighbour’s washing machine leaking, it is not our responsibility to make good your loss.

Where you have made improvements to your home

You may be entitled to compensation when you leave for certain types of improvements you have carried out to your home (for example if you have put in your own central heating).
A number of conditions must be met, and full details are available on request.

How to claim compensation

If you think you are entitled to compensation, please contact our Customer Services Centre. We will send you more details about our Compensation Policy and a claim form.

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