The draft compensation policy sets out our approach to paying compensation to customers under certain specific circumstances, for example where service delivery fails to meet the service standards promised.
It's really important that customers understand the policy, that the wording is clear and it's easy to understand. We're keen to hear what you think of the policy, how easy it is to understand and whether it is written in a straightforward way, without jargon.
Let us know by completing the consultation form below.
Compensation Policy
Introduction
Purpose
1.1
This policy sets out the following:
The commitment of Connexus to meet its statutory obligations in relation to compensation payable to customers under specific circumstances.
The approach of Connexus for paying compensation where service delivery fails to meet the service standards promised to our customers.
1.2
Connexus is committed to providing an effective, efficient and responsive service to its customers. Where compensation payments are laid out in legislation, the Association will comply with the relevant legislation, this is detailed in the Compensation Procedure. Where the service delivery does not meet our service standards, Connexus will consider compensation to affected customers.
1.3
Scope: The Policy applies to the whole of the group. This means Connexus Homes Limited, (ultimate parent) and all its subsidiaries.
Problem to solve
2.1
The aim of this policy is to state the position of Connexus regarding:
General policy relating to compensation claims and payments.
Right of compensation for delays in Repairs.
Compensation for customers’ own improvements.
Compensation for disrepair claims.
Home Loss and Disturbance under the Land Compensation Act 1973.
Compensation for damage to possessions.
Compensation claims against third parties.
Compensation for loss of amenity.
Compensation for failure in service delivery.
Goodwill payments/gestures.
Compensation for lack of heating.
2.2
This Policy meets the requirements of the Social Housing (Regulation) Act 2023, HCA Regulatory Framework 2012 and complies with the Leasehold Reform, Housing and Urban Development Act 1993, and with Statutory Instrument 133/94 and 613/94.
2.3
The policy complies with section 29 of the Land Compensation Act 1973 and as amended by the Planning and Compensation Act 1991.
2.4
The Policy complies with the requirements of The Secure Tenants of Local Authorities (Compensation for Improvements) Regulations 1994.
Method's
3.1
This policy ensures Connexus meets its commitment to its statutory obligations in relation to compensation payable to customers. It also sets out Connexus’ approach to paying compensation where our service delivery fails to meet the agreed service standards promised to our customers.
3.2
It is the responsibility of Heads of Service to ensure the awareness of this policy, best practice, and regulatory and statutory requirements, and for ensuring they guide their operational managers and colleagues in its implementation.
3.3
It is the responsibility of all Operational Managers to ensure compliance with this policy, the relevant procedures and to act as a role model for their colleagues, demonstrating how it should be implemented in day-to-day operations.
Measurement
4.1
Where a complaint is managed through the company complaints database details of all payments must be recorded there, these include:
4.2
Reason for payment.
Amount paid.
Date paid.
In addition, all payments must be made against the relevant team’s compensation budget to allow the company’s finance team to produce a full and detailed assessment of payments made to customers. This is especially important where compensation is managed outside of the complaints database.
4.3
The Customer Experience Manager will work with the finance team to produce a report of compensation paid in respect of complaints and any other statutory payments and present this to the customer forum every six months. This will also be shared with Senior Management Team.
4.4
This policy will be reviewed every two years to incorporate legislative, regulatory, or best practice developments. Connexus will also make policy and procedural amendments as and when required to ensure effective complaint handling and monitoring. Reviews will be undertaken in consultation with customers.
Compensation Policy
Primary tabs
Compensation Policy Consultation
The draft compensation policy sets out our approach to paying compensation to customers under certain specific circumstances, for example where service delivery fails to meet the service standards promised.
It's really important that customers understand the policy, that the wording is clear and it's easy to understand. We're keen to hear what you think of the policy, how easy it is to understand and whether it is written in a straightforward way, without jargon.
Let us know by completing the consultation form below.
Compensation Policy
Introduction
Purpose
1.1
This policy sets out the following:
1.2
Connexus is committed to providing an effective, efficient and responsive service to its customers. Where compensation payments are laid out in legislation, the Association will comply with the relevant legislation, this is detailed in the Compensation Procedure. Where the service delivery does not meet our service standards, Connexus will consider compensation to affected customers.
1.3
Scope: The Policy applies to the whole of the group. This means Connexus Homes Limited, (ultimate parent) and all its subsidiaries.
Problem to solve
2.1
The aim of this policy is to state the position of Connexus regarding:
2.2
This Policy meets the requirements of the Social Housing (Regulation) Act 2023, HCA Regulatory Framework 2012 and complies with the Leasehold Reform, Housing and Urban Development Act 1993, and with Statutory Instrument 133/94 and 613/94.
2.3
The policy complies with section 29 of the Land Compensation Act 1973 and as amended by the Planning and Compensation Act 1991.
2.4
The Policy complies with the requirements of The Secure Tenants of Local Authorities (Compensation for Improvements) Regulations 1994.
Method's
3.1
This policy ensures Connexus meets its commitment to its statutory obligations in relation to compensation payable to customers. It also sets out Connexus’ approach to paying compensation where our service delivery fails to meet the agreed service standards promised to our customers.
3.2
It is the responsibility of Heads of Service to ensure the awareness of this policy, best practice, and regulatory and statutory requirements, and for ensuring they guide their operational managers and colleagues in its implementation.
3.3
It is the responsibility of all Operational Managers to ensure compliance with this policy, the relevant procedures and to act as a role model for their colleagues, demonstrating how it should be implemented in day-to-day operations.
Measurement
4.1
Where a complaint is managed through the company complaints database details of all payments must be recorded there, these include:
4.2
In addition, all payments must be made against the relevant team’s compensation budget to allow the company’s finance team to produce a full and detailed assessment of payments made to customers. This is especially important where compensation is managed outside of the complaints database.
4.3
The Customer Experience Manager will work with the finance team to produce a report of compensation paid in respect of complaints and any other statutory payments and present this to the customer forum every six months. This will also be shared with Senior Management Team.
4.4
This policy will be reviewed every two years to incorporate legislative, regulatory, or best practice developments. Connexus will also make policy and procedural amendments as and when required to ensure effective complaint handling and monitoring. Reviews will be undertaken in consultation with customers.
Associated Documents
* END OF POLICY DOCUMENT *
Share
Themes