Housing Management Compensation Policy Consultation

Progress so far

The Council is in the process of reviewing the Compensation Policy. Having consulted our Tenants Consultative Committee (TCC), we are keen to get wider feedback on the proposals.

We have proposed changes because of the following:

• The Council Committed to a 3 year review in 2018, which means a review of the compensation policy is due. 
• We have reviewed sector good practice since the policy was introduced
• There was a need to review the policy against recent complaints

The proposed changes seek to achieve the following: 

• Make our complaints policy and process easier to understand
• Minimise customer effort
• Introduce a fairer approach, reducing the number of arbitrary decisions
• Reduce avoidable escalations

You can read more about the proposed changes by clicking on the dropdown below. 

Summary of proposed changes

Loss of Heating / Hot Water 

• Increase compensation amount paid.   
• Align compensation payable to communal heating charging

Lift Breakdown 

• Increase compensation payment.  
• Calculate compensation by day (rather than week).  
• Pay compensation in more circumstances of breakdown.  
• No longer pay compensation to ground floor residents.

Vulnerabilities 

• Recognise some vulnerabilities are impacted more from failure, and increase compensation payments accordingly

Loss of cooking facilities 

• Increase compensation payments 

Missed Appointments

• To recognise evidenced loss of earnings

Other increased circumstances

• Loss of cold-water supply (outside noticed period)
• Loss of communal TV signal
• Payment of travel costs if resident has moved to another home (where costs have increased)
• Cost of running dehumidifier after leak

Existing Debt

• RBKC to offset compensation against existing debt

Good will payments

• Newly defined impact levels.  Increase minimum payable and reduce maximum payment

Loss of habitable rooms

• Clearly defined payments

Conclusion

• Provide formal timescale for concluding

How to provide feedback

We would love to hear what you have to say about this, and to get your feedback. Please email us at  [email protected] to let us know:

• What you like about the proposal
• What you would like to change and why
• Whether you are one of our residents

All feedback and responses much reach us by the 15th November 2021.