Claiming compensation

We want to provide excellent services to residents, but we know that sometimes things go wrong. When this happens, we try to make sure residents are not left disadvantaged by our actions. This can be by fixing the problem, or in certain circumstances paying compensation.  

We have recently published a new housing compensation policy. It outlines when and how we assess and award compensation.  

The policy has been designed to work alongside the council’s complaints policy to resolve complaints fairly and consistently.  

How to claim compensation

As part of our complaints process, we will assess whether a resident should be paid compensation.  

You can make a complaint online Complaints | Westminster City Council, or by calling our customer service team on 0800 358 3783 or visiting one of our housing service centres.  

The Council has a two stage complaints process, and compensation may be offered at either stage. You should provide details of what went wrong and the impact on you. 

How we assess compensation

During the complaints process, we will ask what remedies you are seeking and take your individual circumstances into account. We will set out any offer clearly, including what will happen and by when.  

The remedy offered will reflect the extent of the service failure and how this has impacted on you, taking into account your individual circumstances. 

When we pay compensation

Compensation includes payments that are statutory (set out by law) and discretionary (decided by the council). Examples of when compensation will be considered include 

• When repairs have not been completed on time.  
• When essential services set out in the tenancy or lease agreement have not been provided.  
• When an appointment has not been kept and we have not informed the resident in advance. 
• When any room in the home cannot be used because of lack of repair. 
• Where we have not followed our polices or procedures 
• Where compliant handling has been poor.  
• Where it has taken an unreasonable time to resolve a situation  
• Where there has been failure to meet target response times and we have not kept the resident updated. 
• Where there has been failure to provide a service that has been charged for 

New claims for compensation and/or reimbursement must be within 12 months of the incident or in line with statutory requirements.

Read the Housing Compensation Policy for more details 

Consultation with residents

We consulted with residents on our draft compensation policy, and made a number of changes as a result. Find out more about how your views have informed the policy. 

Related documents