Policy statement
Nacro is committed to consistently providing an excellent service to all our service users. However, we recognise that there are times when our service fails to meet the high standards we have set. If we fail to meet our own service standards or provide a poor service, we aim to put things right. At times this may involve paying compensation. We recognise that our service users’ support needs may mean that they are more adversely affected by any failure to meet expected service standards.
The aim of this policy is to assist staff in ensuring that a standardised approach is taken in considering compensation requests, fairly, consistently, and impartially, by balancing the needs of the individual with a recognition that all compensation paid is funded from Nacro’s income, in particular rent and service charges from all tenants.
In making compensation, we will be fair and consistent and apologise for any inconvenience caused.
This policy has been developed to accompany Nacro’s Complaints Policy and Procedures and to comply with the Housing Ombudsman Service and their statutory requirements, rules and guidance, as well as legislation issued by Government departments.
Who is this policy for?
The policy covers all Nacro’s Housing service users. It is not designed to be applied to complainants who are not in receipt of a service from Nacro, such as neighbours or suppliers. However, and subject to Director’s discretion, in exceptional circumstances, it may apply to those not in receipt of our services.
This policy should be read in conjunction with the Compliments, Comments and Complaints Policy.
Why do we have this policy?
The aim of this policy is to assist staff in ensuring that a standardised approach is taken in considering compensation requests, fairly, consistently, and impartially, by balancing the needs of the individual with a recognition that all compensation paid is funded from Nacro’s income, in particular rent and service charges from all tenants.
In making compensation, we will be fair and consistent and apologise for any inconvenience caused.
This policy has been developed to accompany Nacro’s Complaints Policy and Procedures and to comply with the Housing Ombudsman Service and their statutory requirements, , rules and guidance, as well as legislation issued by Government departments.