Compensation
We are committed to delivering services of the highest quality and achieving high levels of customer satisfaction. As a not -for-profit social landlord, our funds are used to invest in our housing stock and the development of new homes to meet housing need. However, we do recognise that where we fail in our services to customers, as well as ensuring the issue is rectified, an award of compensation may be appropriate. It enables us to restore a customer’s position following a service failure and redress losses covered in our policy, enabling us to maintain positive customer relationships.
There are three types of compensation covered in our Compensation Policy
- Statutory Compensation Payments, which are payments predetermined through legislation and regulation
The following types of compensation may be awarded through our complaint process:
- Financial loss payments which are payments for evidenced financial losses incurred by a customer as a direct result of our service failure (but does not include losses as a result of damage to personal belongings)
- Discretionary awards which are discretionary gestures or payments made in acknowledgment of a service failure where practical actions alone are unable to restore a customer to their position prior to a service failure.
We need to be provided with an opportunity to resolve the issue before compensation is considered and compensation is often offered by way of an enhanced service, a personal visit or a bunch of flowers.
We do not award compensation to anyone who is not a VIVID customer or for any incidents that occurred over 12 months ago. There are other specific circumstances where compensation is not appropriate, and these are explained in our Compensation Policy
For matters that do not require investigating as a complaint we may award an amount when we capture a ‘service request’. This is when we have captured and resolved a customer issue when they first tell us about it. This can be things like:
- Missed appointments without prior notification- £10
- Failure to call customer back within prescribed timescales £10
