Missed appointment? Claim £10

Around 95% of our repairs are done when we say they will - but delays sometimes happen.

You can claim £10 compensation if we make a repair appointment with you and we don't turn up when we say we will. Just let our Repairs Helpline know within 2 working days.

We will send you a claim form or you can fill one in online.You must make a claim within 30 days.

• Complete a compensation form online. 
  (If you complete a form online, remember to contact the Repairs Helpline first to make sure you qualify.)

What checks will be made?

When we receive your claim, we will check if we have a record of your missed appointment on our repair system. We will also check your claim with our contractor.

We will write to you to confirm our decision, usually within 10 working days of receiving your application.

How you will be paid

You will receive a cheque for the full amount (bank transfers available on request).

However, if you owe us money we will deduct the amount you owe from your payment, for example, for rent arrears or if you are a homeowner, for service charge arrears. 

Right to repair

We aim to provide a great repairs service and to carry out repairs when we say we will. For some urgent repairs costing less than £250 you have the Right to Repair.The deadlines for these types of repair depend on how urgent it is. We will tell you when you report your repair whether it falls into this category and your rights to appoint someone else and compensation if we don't start your repair on time. You can claim £10 compensation if we make a repair appointment with you and we don't turn up.