Schedule of Compensation

We may consider paying compensation for the following reasons.

Distress and inconvenience

We may offer compensation when a situation has affected a customer’s family life, use of their home, communal space, or general wellbeing.

Examples include:

Long periods without an essential service like heating or hot water
Waiting much longer than our target times for a repair
Failing to take reasonable steps to resolve an issue

Failure £25 - £600	Serious Failure £601 - £1000	Severe Failure £1001 +
A short to medium-term problem with our service that caused a short-term impact (not permanent).	A problem that lasted for a medium to long time and/or caused a high level of short-long term impact.	A major failure, either because it lasted a long time and/or was very serious in nature, and caused significant impact — short or long term.

Time and Trouble

We may offer compensation if the time and effort needed was more than would normally be expected. This could include:

a large number of phone calls, emails, letters, or visits before the issue was resolved
when we fail to follow our complaints procedure
unreasonable delays in recording, responding to, or escalating a complaint
failing to respond to reasonable communication
overall poor complaint handling.

Failure £25 - £150	Serious Failure £151 - £400	Severe Failure £401 +
There were failures over a short period e.g. in managing a complaint, responding to reasonable communications causing avoidable time and trouble.	There were numerous failures over a medium to long term period (e.g. in managing a complaint, responding to reasonable communications causing significant avoidable time and trouble) and/or caused a high level of short-long term impact.	There were extensive failures over a long-term period e.g. in managing a complaint, responding to reasonable communications, causing severe avoidable time and trouble.

Repairs related compensation

Reason for compensation	Amount
Missed appointments	£20 for the first missed appointment and £40 for subsequent missed appointments for the same repair.
Loss of heating (and temporary heating has not been provided)	£10 per day after target response time has elapsed during colder months (November to March)
Loss of hot water	£10 per day after target response time has elapsed
Total loss of power	£10 per day after target response time has elapsed
Total loss of bathing facilities	£10 per household member per day after target response time has elapsed
Loss of use of kitchen or bathroom	Compensation based on 25% of rent per day after target response time has elapsed
Loss of use of a bedroom or living room	Compensation based on 20% of rent per day after target response time has elapsed
Running of temporary appliances such as heaters, dehumidifiers, air purifiers	£2 per unit per day. Increased charges will be considered with proof of energy usage or bills.

We will assess each case on its own merits and take into account the impact on you which may include distress and inconvenience, time and trouble, disappointment, loss of confidence, and delays in getting matters resolved

What happens if I’m awarded compensation, but I owe Thrive money?

If you are awarded compensation in Stage 1 or Stage 2 of Thrive’s complaints process, we will use the compensation towards paying off any money that you owe us.

Schedule of compensation

Schedule of Compensation