Residents' handbook - Moat

REPAIRING YOUR HOME SECTION 3Before any payment is made, all claims for delays in completing repairswill be investigated to check the following:• It must be an emergency or urgent repair that affects health, safetyor security• The responsibility for the repair must be ours.Compensation will not be payable if:• Either of the two cases listed above do not apply• The repair was needed because of damage caused by youREPAIRING YOUR HOME• We were not informed that the repair was needed• Access was not provided or an appointment was not made with thecontractor• It is really a claim for improvements.Assessment procedureYour claims can be submitted either separately or as part of a formalcomplaint under our standard complaints procedure.The process:• All claims should be assessed within ten days of the initial complaintor claim• If your claim is not upheld, you will be advised in writing why it hasnot been accepted• If your claim is upheld and your rent account is in arrears, anypayment must be used to offset these arrears first, unless it is tocompensate you for damaged property or financial loss incurred• You must advise us within two weeks if you do not wish to acceptan offer of compensation made in writing to you, or we will assumethat full and final settlement has been accepted. Payment will bemade in the form of a cheque.3-29