complaints
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We want to know if we have got it wrong!
CDS Co-operatives aims to provide high quality services to our residents. However, we recognise that sometimes things do go wrong and that when they do, that this may cause distress, inconvenience or even additional expense to service users.
If we have not delivered the quality of service that we have agreed to provide, please tell us using our complaints procedure ( a user guide is also available)
If you have gone through our procedures and you are still not satisfied, you can refer the matter to the Housing Ombudsman.
The ombudsman’s contact details are as follows.
Housing Ombudsman Service
81 Aldwych
London WC2B 4HN
Telephone: 0300 111 3000
Fax: 020 7831 1942
Minicom: 020 7404 7092
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk
Compensation
In some cases you may be entitled to compensation if we fail to carry out repairs on time. Our policy is to pay compensation if we fail to provide a service or if your personal belongings are damaged as a result.
You can make a claim:
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if we fail to provide tenant and leaseholder services;
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if you are temporarily unable to use certain facilities as a result of something we have done;
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if we fail to provide other specific services;
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for any loss of or damage to personal belongings; or
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for any disruption (including if we have to move you to another property) during building work
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Problem |
When am I eligible for compensation?
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How much compensation is payable? |
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Breakdown of central heating - where there is no other form of heating in the property. |
If the breakdown continues more than 48 hours after reporting the failure to CDS |
£5 per day or part of a day after the first 48 hours. This applies from 1st October to 31st April. Outside these dates, in inclement weather or because of special needs, at the discretion of the Housing Services Manager.
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Breakdown of water heating - where there is no alternative form of water heating, such as immersion heater. |
After 48 hours of reporting the failure to CDS. |
£5 per day or part of a day, after the first 48 hours.
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No supply of cold water to any outlet. If within CDS control |
After 24 hours of reporting the failure to CDS. |
£10 per day or part of a day, after the first 24 hours.
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No access to any cooking facilities (loss of gas/electrical supply within CDS control) |
After 48 hours of reporting the failure to CDS. |
£5 per day or part of a day, after the first 48 hours.
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Loss of use of living room - where room is uninhabitable because of repairs due. |
After 72 hours of loss of use. |
Amount equivalent to 15% of daily rent, per room uninhabitable, after the first 72 hours.
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Loss of use of bedroom - where room normally is in constant use but becomes uninhabitable because of repairs due. |
After 72 hours of loss of use. |
Amount equivalent to 15% of daily rent, per room uninhabitable, after the first 72 hours.
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No access to washing facilities (bathroom & Kitchen) |
After 72 hours of loss of use. |
Amount equivalent to 15% of daily rent, after the first 72 hours.
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In every case, the failure must be reported immediately to CDS and access arrangements made for completing the repair. Delay in arranging access may negate eligibility for compensation.
Click here to download our compensation policy