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Claiming compensation

This document sets out criteria for eligibility to complete a compensation claim – this does not mean that compensation will be awarded, however it will give you an indication as to whether you have grounds to submit a claim. If, after reading through the below, you believe you have reason to submit a claim for compensation, then please do so here.

Common Examples of Requests for Compensation

All claim applications eligible within this section need to be made within 28 days of which the claim relates to.

Claim reason

 

Eligible tenure type Eligible for application? Area covered in policy

Loss of heating and hot water

Where it has been lost for more than 5 days, unless planned works to replace boiler are taking place.

All

Yes

Section 4.5.3

Section 4.5.2

Loss of facilities or amenities

Where parts of the property or loss of the use of amenities for which we are responsible and have caused the loss through negligence (i.e. failed to attend repair appointments or met our repairs priority timescales). This does not apply if planned works are taking place.

All

Yes

Section 4.5.1

Section 4.5.2

Failure to complete repairs (Right to Repair Scheme)

Where we have not attended pre arranged repair appointments or we have refused to carry out a repair we are responsible for. 

All

Yes

Section 3.14

Section 4.5.1

Appendix 1

Loss or damage to property or internal decorations

Where damage is caused by the actions of a staff member or contractor delivering services on our behalf. 

We will not pay in lieu of contents insurance. 

All

Yes

Section 3.12.3

Adverse weather conditions 

Where adverse or exceptional weather conditions have occurred and caused damage. e.g. a tree branch has fallen and damaged something in the garden. 

We will not pay in lieu of contents insurance. 

All

No

Section 3.5

Accidental damage

Where damage has been caused and we couldn’t have done anything to foresee the damage. e.g. unreported blocked drains

All

No

Section 3.5

 

Damage or loss caused by persons other than ongo staff or contractors

We will not pay for damage caused by other residents or visitors to our estates.

All

No

Section 3.5

Failure to attend pre-arranged appointments

Unless a customer has prevented the appointment from taking place.

All

Yes

Section 3.4.1

To resolve a complaint

We may pay compensation to resolve a complaint.

All

No

Section 1.3

Section 3.15

Customer distress or discomfort

We may provide compensation for the issue if it is not covered under another area of the policy.

All

Yes

Section 3.16


Less common examples of requests for compensation

These will usually be handled by the relevant service area, once a claim has been submitted. 

Claim reason

Eligible tenure type

Service area

Area covered in policy

Attending Court on behalf of ongo 

All

Tenancy Enforcement 

Section 3.17

Qualifying improvements

If you are an assured protected tenant and we gave permission to alter the home, when they move out they can claim money back for the alterations made to the property. Tenants have 14 days from the date the tenancy ends to do this.

See the section 4.3 of the policy for the full criteria list.

Assured Protected (CT)

Regeneration  

Section 4.3

Home loss payments

If we demolish a building and a customer is entitled to apply for a home loss payment within 6 years of losing their home.

All

Support services

Section 3.2

Claims over £5,000 

All

Financial planning manager

Section 3.4

Service charge refunds 

All

Homeownership for leaseholders.

Income collection for tenants

Section 3.4


Personal injury claims

All

 

Section 3.4

 

Key

1 Yes We cover this within the compensation policy/process
2 No We cover this under a different policy/process
3 No We don’t do this on this or any policy/process
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