Compensation policy

Version	Development stage	Description	Key changes implemented
1	Initial Draft	Preliminary version of the policy document developed by the Service Improvement Team.	Baseline content created outlining the policy’s purpose, scope and initial provisions.
2	Internal consultation and tenant engagement	Circulated to internal officers for review, including legal and departmental colleagues; circulated to involved tenant representatives.	Feedback received from legal services and relevant officers with comments documented. Tenant feedback collated.
3	Post-consultation review	Final draft prepared following internal consultation, legal review and tenant feedback.	Incorporated legal advice, officer feedback and tenant feedback; refined language, clarified elements of the policy and aligned with legal processes.
4	Overview and Scrutiny Committee feedback	Final revisions following presentation to and feedback from the Overview and Scrutiny Committee.	Incorporated committee recommendations to strengthen clarity around discretionary awards, proactive compensation, alternative routes to compensation, and impact assessment. Added provisions for exceptional awards above £750, clarified the role of staff and representatives in advocating on behalf of tenants, and amended the approval scheme to include authorisation routes for exceptional discretionary compensation cases.
5	Post-implementation review (September 2026)	Policy reviewed and updated according to legislative/regulatory changes and service requirements.	Updated compensation amounts in line with new guidance released by the Housing Ombudsman in February 2026; added detail where clarification was required.

1 Introduction

This policy sets out the approach taken by North Yorkshire Council (the council) in assessing the circumstances and the amount payable, for compensation to which tenants and leaseholders are entitled. It will provide a framework for the consideration, calculation and authorisation of compensation.

This policy should not be read in isolation. It should be read in conjunction with our housing complaints policy, repairs standard, lettable standard, decant policy, and any other associated agreements.

The policy aims to provide a clear framework for the council when dealing with compensation claims.

2 Scope

This policy covers situations in which the council will consider compensation payments to its tenants, and where appropriate, leaseholders.

The policy outlines the assessment criteria to be used in determining eligibility for compensation and those instances in which compensation will not be paid.

As per the Housing Ombudsman guidance, the policy sets out the circumstances in which compensation will be issued. This falls into three categories:

statutory compensation;
quantifiable loss payments; and
discretionary payments

The policy also directs our approach to other remedial action and details the application, appeals and review process.

Payment of compensation under this policy is restricted to tenants and leaseholders of the council in its role as a social housing landlord. Compensation for leaseholders will depend on the terms of the lease and the landlord’s repair responsibilities.

The compensation policy will be delivered within the resources of the Housing Revenue Account. All compensation payments are to be determined within the dedicated budget.

3 Key principles

The council aims to provide a high-quality service for all tenants and leaseholders. While we strive to meet our standards consistently, we recognise that there may be occasions where expectations are not fully met, or where, despite no fault, compensation may still be appropriate.

The policy will ensure that tenants and leaseholders are restored to the position they would have been in had the service failure not occurred. It will also ensure that compensation payments are fair and proportionate.

The principles of this policy are to:

ensure a clear, fair and transparent approach to compensation for all tenants and leaseholders;
outline the degree of service failure that necessitates compensation;
make clear which actions tenants and leaseholders need to have taken to be eligible for compensation; and
clarify the process managers should take when dealing with a complaint or compensation claim

The council is guided by the Social Housing (Regulation) Act 2023 and the Regulator of Social Housing’s Consumer Standards, particularly the Transparency, Influence and Accountability Standard, which includes requirements to meet the key outcomes of:

fairness and respect; and
information about landlord services

4 Associated frameworks and legal and regulatory compliance

We will ensure that we compensate our tenants and leaseholders in accordance with relevant legislation. This includes, but is not limited to, the following texts:

Land Compensation Act 1973 (as amended)
Home Loss Payments (Prescribed Amounts) (England) Regulations 2023
Section 124 of the Housing Act 1988 and Sections 153A, 153B and 138C of the Housing Act 1985
Section 99A and Part V of the Housing Act 1985 (the Right to Buy)
The Secure Tenants of Local Housing Authorities (Right to Repair) Regulations 1994 (as amended)
The Secure Tenants of Local Housing Authorities (Compensation for Improvements) Regulations 1994
Section 92 Local Government Act 2000
Housing Ombudsman Guidance (February 2026)

5 Statutory compensation

These are mandatory payments the council is legally required to make with no discretion over the amounts. Examples include home loss and disturbance payments, payments under the Right to Repair scheme and payments for ‘qualifying improvements’ to a secure tenancy.

5.1 Home loss payments

Home Loss payments are awarded to tenants who are required to permanently leave their home through no fault of their own, for example via a permanent decant or transfer move.

In line with the regulatory guidance, a lump sum payment of £8,100 (on or after 1 October 2023), or the prescribed flat rate at the time of home loss, will be paid to the tenant. In the case of a joint tenancy, the payment will be split between the tenants if requested. All payments must be authorised by the Head of Housing Management and Landlord Services.

5.2 Disturbance payments

Disturbance payments are made to tenants who are required by the council to move out of their home, either temporarily or permanently, to allow for improvement, redevelopment, or demolition of the property. These payments are intended to cover the reasonable costs associated with moving, ensuring that tenants are not left out of pocket.

In cases of permanent displacement, disturbance payments may be made in addition to a Home Loss Payment, which compensates for the loss of a home. However, tenants who do not qualify for a home loss payment, such as those with introductory tenancies or those who haven't met the qualifying residence requirements may still be eligible for a disturbance payment.

A lump sum payment may not reflect individual circumstances, and we will therefore seek to meet reasonable and appropriate expenses, including:

furniture removal;
a packing service for vulnerable tenants or tenants who have mobility restrictions;
lifting and refitting of carpets/flooring and curtains and/or replacement if necessary;
disconnection and reconnection of electricity, gas, telephone, and fitted appliances; and
three months postal re-direction

Claims will be assessed on a case-by-case basis and tenants may be required to provide quotations, invoices, receipts or other evidence to support any costs claimed.

5.3 Right to Repair

Right to Repair compensation is covered by this policy under The Secure Tenants of Local Housing Authorities (Right to Repair) Regulations 1994.

Compensation is payable where the council as a landlord has failed to complete a qualifying urgent or emergency repair within the prescribed timescales (see Appendix 2). The tenant must have provided reasonable access for the repair to be carried out, in line with the Right to Repair schedule.

Compensation is also payable where a council tenant is unable to use part of their home because repairs are required or are being undertaken.

To qualify under the Right to Repair scheme:

the repair must be on the list of qualifying repairs (see Appendix 2);
the cost of the repair must be less than £250; and
the tenant must have reported the repair and allowed access for it to be completed

Compensation amounts are set by the legislation as follows:

£10 if the repair is not completed within the required timescale;
an additional £2 per day for each further day the repair remains outstanding; and
a maximum payable amount of £50 for any one qualifying repair job

Each qualifying repair is treated as a separate job if it:

is listed individually in the qualifying repairs schedule; and
would have been raised as a separate repair order

Compensation paid under the Right to Repair scheme is a statutory entitlement and will be paid in accordance with the regulations. Where compensation is also considered under this policy for loss of amenity, service failure, distress and inconvenience, or loss of use of the property, the council will take into account any Right to Repair payment already made to avoid duplication for the same failure. However, the council may award additional compensation where the impact on the tenant extends beyond that covered by the statutory Right to Repair scheme.

5.4 Right to compensation for improvements

Customers that are secure tenants of the council are entitled to compensation for certain improvements they have made, following a move from their property and the end of the tenancy. To qualify, tenants must:

have carried out a qualifying improvement to their property; and
have obtained the written consent of the council before starting the work.

Tenants must provide receipts or invoices for the improvement and proof of permission from the council. The maximum compensation payable is £3,000 per improvement, with no compensation is awarded where the calculated amount is less than £50.

Compensation is adjusted for wear and tear, or any defects related to the improvement at the end of the tenancy.

Compensation for improvements is calculated based on the notional life of the improvement, divided by the cost of the improvement, minus the number of years of notional life left.

For example: improvement costs of £500 and notional life of improvement are 10 years and the tenant has moved out after two years of the improvement being completed. This equates to £500/10 = £50 per year; two years = £100; £500 cost - £100 (for the two years) = £400 compensation being awarded.

Claims must be made in writing no later than 14 calendar days after the tenancy ends. Tenants are encouraged to submit claims up to 28 calendar days before the tenancy ends to allow for timely processing.

5.5 Quantifiable loss payments

These are payments given where the service failure has resulted in a measurable loss to the resident. Examples include increased heating bills due to disrepair, paying for alternative accommodation, cleaning costs, or repairs where the council has failed to meet its obligations. Costs must be reasonable and evidenced.

If it is the first reporting of the incident or the complainant/claimant has not allowed the council the opportunity to put things right prior to making the complaint/claim, then the claim is null and void.

Any such costs must be evidenced, have been reasonably incurred, and proof of such loss be provided.

For the replacement of lost or damaged possessions, tenants will need to provide the following within seven calendar days:

evidence of the damage to be viewed in situ by Housing Standards or Housing Management and Landlord Services; and
proof of ownership and the value of the lost or damaged item, for example, photos, instruction booklets or receipts

This policy is not intended to replace or compensate for a lack of contents Insurance. Where payment is due, it will be made at the current value, not the value the item was purchased at. It is the tenant’s responsibility to insure their possessions against accidental damage, for example to address damage following flooding.

6 Discretionary compensation

The council may, on a case-by-case basis consider making a monetary payment as a gesture of goodwill where service delivery failings have caused exceptional inconvenience. These are payments made to make right a matter or complaint where there is no legal obligation to do so. This could include for incidents of:

poor complaint handling;
delays in providing a service, for example in undertaking a repair;
failure to provide a service that has been charged for;
temporary loss of amenity;
failure to meet target response times linked to category of hazard;
prolonged loss of use of part of the property;
failure to follow policy and procedure; and
unreasonable time taken to resolve a situation

When considering discretionary compensation, the council will assess the level of impact a service failure has had on the tenant or leaseholder. The definitions below are informed by the Housing Ombudsman's Compensation Guidance and will be considered alongside the specific circumstances of each case.

minimal impact: A service failure has occurred, but it was of short duration and caused little or no inconvenience, distress, time and trouble, or adverse effect on the resident. The issue did not significantly affect the overall outcome for the resident and was resolved promptly. An apology and service improvement action may be sufficient redress
low impact: The resident experienced some inconvenience, distress, disappointment, loss of confidence, or time and trouble as a result of the service failure. The impact was relatively short-term and did not have a significant effect on the resident's daily life or the overall outcome of the matter
moderate impact: The service failure had a clear and adverse impact on the resident. The resident experienced avoidable inconvenience, distress, frustration, uncertainty, or loss of use of a service over a prolonged period. The council may have made attempts to put matters right, but these were insufficient to fully address the detriment experienced by the resident. The impact was significant but did not cause lasting harm
significant impact: The service failure had a substantial impact on the resident's wellbeing, living conditions, or enjoyment of their home. The issue may have persisted for a considerable period, involved repeated failures by the council, or resulted in significant emotional distress, inconvenience, time and trouble, or disruption to daily life. The council's response may have contributed to or prolonged the impact experienced by the resident
severe or long-term impact: The service failure resulted in serious and sustained detriment to the resident. This may include severe distress, significant physical or emotional impact, prolonged loss of enjoyment or use of the home, repeated service failures over an extended period, or a breakdown in the landlord-resident relationship. These cases are likely to align with findings of severe maladministration by the Housing Ombudsman and may require substantial financial redress alongside other remedies

The council will give regard to the Housing Ombudsman's Compensation Guidance and Financial Remedy Framework when assessing compensation. The indicative compensation amounts set out in Appendices 4 to 7 are provided as guidance only and are not automatic entitlements. Each case will be assessed on its individual merits, taking into account the severity and duration of the service failure, the impact on the resident, any vulnerabilities present, evidence available, actions already taken to put matters right, and any other relevant factors.

6.1 Decoration payments

Compensation for decoration costs may be offered where a tenant or leaseholder's decorations have been damaged, removed or otherwise adversely affected as a direct result of repair or improvement works carried out by the council or by contractors acting on the council's behalf. These payments are intended to ensure that residents are not left out of pocket as a result of works undertaken by the council.

In most cases, damage to decorations resulting from council works will be remedied through redecoration carried out by the council. Financial compensation will only be considered where this is not appropriate, for example due to the bespoke nature of the existing decoration, or where the resident has incurred a demonstrable loss as a direct result of the works.

Any such compensation will be assessed by an appropriately qualified surveyor, with reference to the size of the affected area, the extent of the damage and the condition and standard of the existing decoration.

7 Assessment process and criteria

This policy is intended to provide general guidance only, and each complaint or individual claim for compensation will be considered based on individual circumstances, against the statutory and policy framework.

Managers should assess each claim in line with this policy and make a written offer of compensation, which is considered to be the final settlement offer of the matter and will not constitute an admission of legal liability.

If the tenant or leaseholder accepts the amount of compensation offered, they will be required to sign a disclaimer stipulating that they consider the complaint or claim as closed and have accepted the payment in full as final settlement of the claim.

Where appropriate, compensation claims will be checked against outstanding debts to the council, including recharges and rent arrears. Any payments, whether statutory or discretionary, will then be offset against those debts and any remainder will be paid directly to the tenant or leaseholder. Exceptions to this rule will be made on a case-by-case basis.

If a tenant or leaseholder wishes to appeal the decision made regarding compensation they can do so in writing to the Head of Service within 28 calendar days of receiving an offer.

The criteria for assessing the categories of compensation are detailed within the policy and summarised in Appendix 1.

In all cases the following factors will be considered:

the severity of the issue, including time, trouble and inconvenience suffered, and whether this could be reasonably foreseeable by the council
whether any other remedies have been applied already, for example the service failure has been resolved
whether the issue could be reconciled in any other reasonable manner by the resident
any evidenced costs that have been incurred
any vulnerabilities within the household, for example age, disability, risk of harm
the time taken to resolve the issue
any failure by the council to follow policy and procedure

8 Policy exclusions and when compensation will not be paid

There are situations where compensation payments will not be offered. These include but are not limited to the below examples. However, when assessing eligibility, tenants’ individual circumstances and any known vulnerabilities may be taken into account.

the loss or damage is caused by the tenant/leaseholder or made worse by their inaction. This includes failure to report a repair promptly or to keep an appointment
loss or damage was caused by another household member or visitor to the property
the problem or service failure has caused little or no issues for the tenant/leaseholder
the council could not gain access to the home to carry out the required work or the tenant/leaseholder failed to cooperate
additional works are required, and the council kept the tenant/leaseholder informed of these
the council could not have foreseen the issue and has not been negligent
the council acted reasonably to mitigate any loss or damage
the service or facility is unavailable because of vandalism, severe weather conditions or other actions outside of the council’s control, including times of local or national disruption
damage is caused by circumstances beyond the council’s control (for example storm or flooding). This includes service failure or damage that is the result of extreme or unforeseen conditions, such as extreme weather
evidence of damage to or loss of goods is not available or provided
the loss or damage arises from an alteration or repair to the property or its facilities which the tenant/leaseholder carried out or arranged themselves, such as an incorrectly installed shower or appliance
the council has to remove/dismantle/damage a fixed item installed by the tenant/leaseholder with or without the council’s approval in order to access essential services, for example a bath panel to access a pipework leak
the loss or damage is the fault of another customer or neighbouring occupier, for example their leaking washing machine
the loss or damage is due to the actions or negligence of a third party, such as a contractor not acting on the council’s behalf
the loss of supply of gas, electricity or water is outside of the council’s control, for example failure by the utility provider
the council has acted reasonably and complied with all legal and contractual liabilities
the council has made or offered reasonable alternative arrangements, for example temporary accommodation
personal possessions are lost, stolen or damaged through no fault of the council or its contractors
where a claim is made for a service the tenant/leaseholder is not entitled to
where the tenant/leaseholder has started or previously concluded legal proceedings or instructed a solicitor against the council, compensation will not be payable for any legal costs incurred by the tenant/leaseholder
claims for personal injury
claims for loss of income/time off work
claims for loss of rental income

Where a claim would normally be covered by a resident’s contents insurance, the council will not provide compensation. This includes situations where damage or loss was unavoidable, for example, as a result of a burst pipe. In such cases, compensation will only be considered where there has been a service failure by the council or by contractors working on the council’s behalf, such as unreasonable delay in carrying out repairs.

It is recommended that all residents take out contents insurance and this can be done through the council at a lower rate.

9 Approval scheme

In order to ensure that all offers of compensation are agreed in a consistent and fair manner, all claims and offers will be documented using the tenant and leaseholder compensation claims form and signed off according to the authorisation scheme detailed in Appendix 3.

10 Other remedies

In general, other actions may be taken to remedy a service failure or complaint, either separately from or in conjunction with an offer of compensation. These may include practical actions such as offering to undertake repairs or redecoration which would otherwise not be the council’s responsibility. A flexible approach will be taken, where possible, to considering different remedy solutions.

11 Service failures by contractors

The council expects all contractors and third-party service providers acting on its behalf to adhere to the principles outlined in this policy. In the event of service failure, such as delays, poor workmanship, or missed appointments, contractors are required to cooperate fully in resolving the issue and support the council in delivering appropriate outcomes.

Residents should contact the council directly to make a compensation claim. Where appropriate, the council will work with its contractors to assess and respond to claims.

12 Claiming compensation and making a complaint

If a compensation claim is submitted as part of a formal complaint, the timescales outlined in the Complaints Policy will apply. The Complaints Policy is available on our complaints, comments or compliments page.

For claims submitted outside the formal complaints process, whether by telephone, through the online ‘Contact Us’ form, or in person at a local office, standard Customer Service response times will apply.

The council is committed to fairness and accessibility in the administration of compensation. In some cases, compensation may be offered proactively by the council without the need for a formal request from the tenant or leaseholder. This may occur where a service failure or issue has been identified internally and it is clear that compensation is appropriate.

We understand that some residents may face personal circumstances, vulnerabilities or communication barriers that prevent them from engaging with the formal complaints process. As such, compensation claims may also be considered when concerns are raised on a tenant’s behalf by a councillor, staff member, advocate or other representative. These referrals will be assessed using the same criteria and standards as formal claims, ensuring all tenants and leaseholders are treated equitably and with respect.

13 Acceptance of offers, appeals and reviews

Where an offer of compensation is made, the tenant or leaseholder will be invited to confirm their acceptance of the offer in writing. The claimant must sign a declaration confirming that the offer is accepted in full and final settlement of the complaint or claim. This agreement will be made on a ‘without prejudice’ basis, meaning it is offered without any admission of liability by the council and cannot be referred to or relief upon in future legal proceedings if the offer is not accepted.

Where offers of compensation are accepted, payments will be made via BACS within 28 calendar days of receiving the signed declaration of acceptance.

If the claimant is not satisfied with the compensation offered, they may appeal the decision within 28 calendar days of the offer being issued. Appeals submitted after this period will generally not be considered. However, in exceptional circumstances, such as serious illness, bereavement or other significant personal hardship, late appeals may be reviewed on a case-by-case basis.

When submitting an appeal, the claimant will be asked to specify what they believe to be an appropriate level of compensation, along with supporting reasons and any relevant evidence. The original offer will then be reviewed, and the outcome of the appeal will be communicated to the claimant within 28 calendar days.

If an appeal is not received within 28 calendar days, the case will be closed, and no further correspondence regarding the compensation offer will be made. The offer for financial redress will remain valid for 28 calendar days from the date the offer was made. After this period, the offer will be withdrawn and considered no longer available.

14 Housing Ombudsman findings

When a complaint is escalated to the Housing Ombudsman Service, having exhausted the council’s formal complaints process, the council will pay compensation and/or carry out any works or follow on action to comply with the Housing Ombudsman’s findings.

15 Insurance claims

If items of a tenant or leaseholder’s property are damaged as a result of absent or sub-standard repairs, or negligence by the council, they can make a claim against the council’s insurer.

There is a separate process for dealing with such claims of negligence, public liability and insurance claims and these are outside the scope of this policy.

Tenants and leaseholders are expected to take out contents insurance, for which there are numerous insurance providers who offer low-cost schemes.

If a customer alleges negligence in some way, the council reserves the right to refer the claim to its solicitors or insurers for investigation.

16 Performance monitoring

The council is committed to transparency, accountability, and continuous improvement in the delivery of its services. Performance in relation to the implementation of this policy will be monitored through the Housing Revenue Account Performance Framework.

To support effective oversight and continuous improvement, the council will maintain a comprehensive Compensation Register. This register will capture key performance metrics, including the number of claims opened and closed, types of claims (for example missed appointments), resolution times for each case, and financial data, such as the amount and date of any payments made.

This information will be used to monitor trends, ensure accountability, and inform service enhancements, in line with the council’s commitment to transparency and compliance.

17 Communication and tenant's voice

Tenant voice has informed the development of this policy through engagement and feedback from tenants and tenant representatives. This input has helped to shape the policy and ensure it reflects the needs, priorities and experiences of residents. The council is committed to continuing to listen to tenant feedback and using it to inform future reviews of this policy.

A copy of this policy is available on the council's website and can be provided as a hard copy on request. The council is committed to ensuring information is accessible to all residents and will make all reasonable efforts to provide this policy in alternative languages, accessible formats, or through other communication methods where required. The policy will be publicised to residents through the council's communication channels, including the quarterly tenant newsletter and via other engagement routes were appropriate.

18 Equalities statement

The council will ensure that this policy is applied fairly and consistently to all tenants and leaseholders. An equality impact assessment was carried out during the development of this policy. This concluded that the implementation of this policy will not have any negative impacts.

We recognise that in application of this policy, there is not one solution for all, each situation will be different, and different resolutions may be sought. We will take the individual circumstances, diverse needs and vulnerabilities of our tenants into account, with a range of solutions in mind, within the restrictions placed by relevant legislation.

19 Policy review

This policy will undergo an initial review after one year, followed by a review every three years by the Service Improvement Team to ensure alignment with legislative, regulatory, and best practice developments. Where necessary, interim updates may be made outside of the scheduled review cycle to maintain the policy’s relevance, fairness, and effectiveness.

Note that The Home Loss Payments (Prescribed Amounts) (England) Regulations are liable to change every year, and the council will honour these changes.

Last updated: October 2026
Approved: October 2026
Review Date: October 2029

20 Contact

For comments or complaints about a service or to request compensation please contact us.

Appendix 1 - Assessment criteria

	Maximum	Evidence required	Sign off
Home Loss -	8100 (subject to change in line with prescribed legislation)	As per statutory entitlement	Head of Service for Landlord Services and Housing Management
Disturbance	Case by case	Receipts /proof of purchase or quotes	In line with authorisation scheme (Appendix 3)
Right to Repair	50	Timescales for completion of work against right to repair legislation	In line with authorisation scheme (Appendix 3)
Improvements	3000	Receipts /proof of purchase	In line with authorisation scheme (Appendix 3)
Quantifiable Loss	Case by case	- Evidence of damage viewed in situ by Housing Standards or Housing Management and Landlord Services. - Proof of ownership and value (e.g. receipts, manuals, photos)	In line with authorisation scheme (Appendix 3)
Discretionary	Case by case	Council’s complaint handling outcome, assessment of level of impact on tenant.	In line with authorisation scheme (Appendix 3)

Appendix 2 - Right to Repair

Defect and prescribed period

total loss of electric power - 1 working day
partial loss of electric power - 3 working days
unsafe power or lighting socket, or electrical fitting - 1 working day
total loss of water supply - 1 working day
partial loss of water supply - 3 working days
total or partial loss of gas supply - 1 working day
blocked flue to open fire or boiler - 1 working day
total or partial loss of space or water heating between 31 October and 1 May - 1 working day
total or partial loss of space or water heating between 30 April and 1 November - 3 working days
blocked or leaking foul drain, soil stack, or (where there is no other working toilet in the dwelling-house) toilet pan - 1 working day
toilet not flushing (where there is no other working toilet in the dwelling-house) - 1 working day
blocked sink, bath or basin - 3 working days
tap which cannot be turned - 3 working days
leaking from water or heating pipe, tank or cistern - 1 working day
leaking roof - 7 working days
insecure external window, door or lock - 1 working day
loose or detached banister or handrail - 3 working days
rotten timber flooring or stair tread - 3 working days
door entry phone not working - 7 working days
mechanical extractor fan in internal kitchen or bathroom not working - 7 working days

Appendix 3 - Authorisation scheme

Financial remedy and sign off approval level

£0 to £100 - Investigating/ Lead Officer
£101 to £500 - Housing Manager/ Housing Standards Manager
£501 to £1000 - Head of Service
£1001 - Assistant Director
exceptional circumstance cases (regardless of amount) - Assistant Director and Executive Member

Appendix 4 – Housing Ombudsman guidance: room loss

Room and percentage of weekly rent

living room - 20%
bedroom - 20%
kitchen - 30%
bathroom - 30%
bathroom where an additional toilet is available - 20%
entire property - 100%

Appendix 5 – Housing Ombudsman guidance: specific service failures

Service failure and amount

loss of heating and/or hot water - £15 per day for complete loss, £8 per day for loss of one service (heating or hot water)
loss of power - £10 per day for complete loss, £10 per week for loss of lighting only
missed appointments - £15 per missed appointment

Where the loss of heating, hot water, or power makes a room unusable for its intended purpose, the Housing Ombudsman guidance bases compensation calculations on the rent charged (see Appendix 4).

Appendix 6 – Housing Ombudsman guidance: complaint handling failures

Indicative compensation	Likely finding	Level of impact
Apology and learning only	Service failure	Minimal impact
Up to £50	Service failure	Low impact
Up to £100	Maladministration	Adverse impact but no permanent harm
Up to £250	Maladministration / severe maladministration	Significant impact, including emotional or physical impact

Appendix 7 – Housing Ombudsman guidance: impact of other service failings

Indicative compensation	Likely finding	Level of impact
Apology and learning only	Service failure	Minimal impact
Up to £100	Service failure	Low impact
Up to £600	Maladministration	Adverse impact but no permanent harm
£600 plus	Maladministration / severe maladministration	Significant impact, including emotional and/or physical impact
£1000 plus	Severe maladministration	Severe or long-term impact