Compensation
At IDS, we’re committed to providing great service, but if things go wrong, you may be entitled to compensation.
When Can You Claim Compensation?
You could be eligible for compensation if:
- We fail to provide a service, like completing repairs on time.
- You experience a loss due to our failure to meet our responsibilities (e.g., increased heating bills or alternative accommodation costs).
- There are delays in our services, or we don’t follow our own policies and procedures.
Types of Compensation
Mandatory Payments
These are payments required by law, like:
- Home Improvements: If you made approved improvements to your home, you might get compensation when your tenancy ends.
- Right to Repair: You may receive compensation if certain urgent repairs (e.g., loss of electricity or heating) are not completed within the required time. Compensation starts at £10 plus £2 per day, up to a maximum of £50
Reimbursement for Losses
If you’ve had extra expenses due to our service failures, like increased energy costs, we may cover them. Just provide proof, like receipts or bills.
Discretionary Payments
We may offer compensation for situations like poor complaint handling, delays, or temporary loss of facilities (e.g., loss of heating or use of a room). The amount depends on how serious the issue was and how it affected you.
Missed Appointments
If we or our contractors miss an agreed appointment, you could get £15. If it keeps happening, this could go up to £90. No compensation applies if we reschedule with you with reasonable notice.
What We Don’t Cover
We won’t compensate for issues beyond our control, like bad weather or problems caused by third parties, such as utility companies. We also don’t cover lost earnings or personal belongings—you’ll need home contents insurance for that.
How to Claim
You need to make your claim within 28 days of noticing the problem. If you’re not happy with the compensation we offer, you can appeal within 5 working days of our decision.
Contact Us
We are here to help and ensure any service failures are handled fairly and quickly. If you have any questions or want to make a claim, you can contact us in the following ways: