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FAQ Compensation Claims

What do you mean by ‘compensation claims’?
We have a compensation policy because sometimes things go wrong. In these situations, we need to be able to compensate individuals who have been affected.

If you have suffered personal loss, personal injury or damage to your property or belongings as a result of our actions, you are entitled to make a claim for compensation.

These Frequently Asked Questions explain more about the process of filing a compensation claim.

What can I claim compensation for?
Can I still claim if I have personal insurance?
How do I begin a compensation claim?
What proof will I need to provide to support my claim?
Is there a deadline for me to complete my claim?
Is there someone who can help me to complete the form?
Will I ever be prevented from making a claim?
How long does it take before I receive a response regarding my claim?
Is there a way that I can check what progress is being made with my claim?
Will the inspector provide their results of their investigation as evidence for the outcome of my claim?
If someone damages my property deliberately, how can I take action against them?
What do I do if I need an urgent repair outside of normal office hours?
My property has been damaged. As my landlord, couldn’t you have prevented this?
What can I do as a tenant to minimise damage to my property?
Does the compensation claims process include claims against the repair partners?
What if the damage to my property is so great that I can no longer live in my home?
If I were temporarily rehoused, who would pay the rent on my temporary accommodation?
Can I get support directly from you to deal with ongoing problems, such as damp, at the same time as you deal with my claim?
Does making the compensation claim stop me from complaining about the way I feel I have been treated?
What can I do if I am not happy with the response to my claim?
How else can I share my views on the compensation claims service?
Who do I contact if I have further questions about compensation claims?

What can I claim compensation for?
You can claim for personal loss, personal injury or damage to property / belongings. You will need to demonstrate how you have been affected as part of your claim.

Can I still claim if I have personal insurance?
Not if you have contents insurance. In this case, you would be expected to make a claim through your insurer.

How do I begin a compensation claim?
Contact any of our neighbourhood offices in writing or by telephone and they will send you a claim form. You will also be given details of where to return the claim form to.

What proof will I need to provide to support my claim?
When you submit your claim, you will also need to provide evidence of how much the lost or damaged items originally cost and how old they are. You need to provide as much evidence as possible.

Examples of proof you could provide include receipts, photographs, doctor’s notes and hospital records of admittance.

Is there a deadline for me to complete my claim?
You should notify us as soon as any damage is caused, but you should report it to us within 28 days of the damage occurring. This is specified within your tenancy conditions.

Is there someone who can help me to complete the form?
If you need some help, you can go into any of the local housing offices and someone will be able to assist you. You do not need to speak to anyone in particular – any member of the housing team can help.

Will I ever be prevented from making a claim?
No. There are no restrictions on making a compensation claim. However, we cannot guarantee that your claim will be successful.

How long does it take before I receive a response regarding my claim?
You will receive an acknowledgement of your claim within one working day. You will then be advised of the outcome of your claim within 30 working days.

Is there a way that I can check what progress is being made with my claim?
You will be given the number of the person dealing with your claim when you are given the form. However, the Customer Involvement Officer for your area will have the ownership of your claim at all times and will keep you informed of its progress.

Will the inspector provide their results of their investigation as evidence for the outcome of my claim?
As part of the claims procedure, we will conduct an investigation into the damage caused and the costs incurred before a decision is made. The resulting report will form the basis of our decision.

If someone damages my property deliberately, how can I take action against them?
We do not advise you to take action against them yourself. You should contact the police in the case of any criminal act, or you can report incidents of antisocial behaviour to your local neighbourhood office.

What do I do if I need an urgent repair outside of normal office hours?
If you need to report a repair which you intend to claim compensation for once work is complete, you can do so in the usual way by telephoning our repairs call centres. They are open 24 hours a day, 365 days a year.

If you live in north or central Birmingham – Sutton Coldfield, Erdington, Perry Barr, Ladywood, Hodge Hill or Yardley – telephone 0800 073 3333 to request repairs to your property. These areas are served by our repairs providers Mears and Inspace.

If you live in south Birmingham – Edgbaston, Hall Green, Selly Oak or Northfield – telephone 0800 073 6688. These areas are served by our repairs provider MITIE.

To file a compensation claim, please see ‘How do I begin a compensation claim?’ above.

My property has been damaged. As my landlord, couldn’t you have prevented this?
As your landlord, we have an obligation to keep your property in good repair and respond promptly when work needs to be completed, in order to minimise damage to your belongings.

To report a repair to us, please telephone your repairs call centre (see above).

What can I do as a tenant to minimise damage to my property?
It is your responsibility to report any repairs that may lead to damage occurring as soon as possible.

Does the compensation claims process include claims against the repair partners?
Yes. The Customer Involvement Officer dealing with your claim ‘owns’ the request for compensation and is responsible for ensuring that the repairs partner responds quickly and fairly.

What if the damage to my property is so great that I can no longer live in my home?
If we determine that the problem is severe enough to make your home impossible to live in, we can help you to be moved to temporary accommodation while repairs are carried out.

If I were temporarily rehoused, who would pay the rent on my temporary accommodation?
You would only pay your normal rent. You will not be charged any additional fees for your temporary accommodation.

Can I get support directly from you to deal with ongoing problems, such as damp, at the same time as you deal with my claim?
Any repairs that are needed, or equipment to fix problems (e.g. de-humidifiers to help with drying out after a severe leak) will need to be processed through the repairs service. They cannot be dealt with as part of your claim.

Does making the compensation claim stop me from complaining about the way I feel I have been treated?
No. Every customer is entitled to make a complaint about the way they have been treated, which may or may not include a compensation claim. You may choose to complain if we do not meet our stated objective of completing your claim in time.

After completing the compensation process, you may also wish to make a complaint about the compensation settlement. This is also perfectly acceptable.

What can I do if I am not happy with the response to my claim?
You can file a complaint using Birmingham City Council’s Comments, Compliments and Complaints procedure.

How else can I share my views on the compensation claims service?
Please email your comments to contact@birmingham.gov.uk.

Who do I contact if I have further questions about compensation claims?
You will need to contact your local housing team or neighbourhood office.