Compensation

There are some repairs which, if not completed within the target timescale, may mean that you are eligible for compensation.

Eligible repairs, and the timescales from when the repair is reported, are listed below:

Repair: Timescale:
Total loss of electric power 24 hours
Partial loss of electric power 7 days
Unsafe power, lighting socket or electrical fitting 24 hours
Total loss of water supply 24 hours
Total or partial loss of gas supply 24 hours or 7 days (depending on the problem and time of year)
Blocked flue to an open fire or boiler 24 hours or 7days (depending on the problem and time of year)
Total or partial loss of heating 24 hours or 7 days (depending on the problem and time of year)
Blocked or leaking foul drain, soil stack or toilet pan (if only one toilet) 24 hours 
Toilet not flushing (if only one toilet) 24 hours
Blocked sink, bath or basin 7 days
Tap which cannot be turned 7 days
Leak from water or heating, pipe, tank or cistern 24 hours
Leaking roof 7 days
Insecure outside window, door or lock 24 hours or 7 days depending upon nature of the problem
Loose or detached banister or handrail 7 days
Rotten timber flooring or stair tread 7 days
Door entryphone not working 24 hours or 7 days (depending upon the property type) 
Extractor fan in kitchen or bathroom without a window not working 7 days

If any of these repairs are not completed within the timescale, residents should contact their local housing office immediately. You may be entitled to compensation if Two Castles Housing Association fails to complete the work without reasonable cause.

Anyone who wishes to claim compensation should get in touch with their local housing office. Compensation amounts range from £8 up to £31.50.

Two Castles Housing Association will not pay compensation if:

  • A resident has restricted access to either inspect or carry out the work involved
  • A resident owes us money – if you do, we will take this from any compensation awarded