Compensation

We will aim to compensate customers fairly, taking into account the impact the service failure has had on them. 

Discretionary compensation may be paid in the following circumstances:

• You experience a loss of amenities and extra utility costs
• A complaint is upheld or partially upheld and where we believe its actions or inactions have caused inconvenience to the customer.

Compensation for loss of amenity

Compensation will be considered for loss of amenities. Here are the rates we offer.

Daily payments for each full day beyond the given date of repair:

• No hot water - £5.00 a day
• No cooking facilities - £10.00 a day
• No lighting - £5.00 a day
• Total loss of power to plug points - £5.00 a day
• Lifts and communal TV aerials - where the service is continuously unavailable for more than 48 hours, the service charge may be waived at the daily rate for every day or part day.

Use of:

• Temporary heaters (provided by Westward) - £3.00 a day per heater
• Dehumidifier (provided by Westward) - £5.00 a day per unit

These payments will not apply to circumstances beyond the control of Westward or at the fault of the customer. For example, a leak from an incorrectly plumbed washing machine.

If discretionary compensation is to be awarded, the following is used to determine the level of impact and therefore the level of compensation: 

• Low impact (£5–£50): You haven’t suffered major inconvenience, but the service didn’t meet our expected standards. The compensation is a token to recognise things didn’t go as they should.​
• Medium impact (£50–£100): The problem was more serious and clearly unfair. The service failed to meet the required standards.​
• High impact (£100–£200): There was a major issue with our service. It either lasted a long time, happened repeatedly, or was especially severe. 

This is paid in accordance with landlord and tenant legislation. Often in these situations, legislation will stipulate the value or calculation we need to use to compensate our customers. Statutory compensation falls under the following categories:

• Home loss and disturbance payments
• Right to compensation for improvements  
• Right to repair

Home loss and disturbance

We will manage and compensate customers in the exceptional circumstances when it is not possible for them to remain in their home whilst building works are carried out. Please note, major repairs do not trigger qualification.

A home loss payment will be paid if a customer is permanently displaced from their home as a result of Westward carrying out improvements or redevelopment.

Right to repair 

We comply with the Right to Repair Scheme. This gives customers the right to be compensated if emergency repairs are not completed on time. If we fail to complete a repair on time twice, the customer can inform us that the repair has not been done.

Compensation for improvement 

In the event of you ending your tenancy, you may be able to claim compensation for any improvements you have carried out. To be able to make a claim, you must have previously applied for and obtained permission to carry out the improvements from us. Contact us for further details of the conditions that apply. Any compensation for improvements will be paid on a sliding scale. This is based on the life expectancy of the improvement.

Life expectancy of improvement

Improvement	Years
Bath or shower	12
Cavity wall insulation	20
Double glazing (other external window replacement, secondary glazing)	20
Draught proofing (external doors and windows)	8
Insulation for pipes, water tank or cylinder	10
Items improving security (excluding burglar alarms)	10
Kitchen sink	10
Loft insulation	20
Rewiring, provision of power lighting, other electrical fittings, smoke detectors	15
Space or water heating	12
Storage cupboards (kitchen or bathroom)	10
Thermostatic radiator valves	7
Toilet	12
Wash hand basin	12
Work surfaces (kitchen)	10