Repairs & Improvements

Repairs

Missed appointments compensation and recharge scheme

This scheme compensates Homes for Islington residents when Kier Support Services or MITIE misses a non-urgent appointment.

We think keeping appointments is important

So if Kier Support Services or MITIE misses a non-urgent appointment, you will receive £25 worth of Love2shop shopping vouchers as compensation. This compensation scheme is a joint scheme of Homes for Islington, Kier Support Services and MITIE.

Your Love2shop vouchers can be redeemed in a wide range of high street shops. Please see your voucher wallet for the full list.

If you are in rent arrears we are unable to offer you the compensation in the form of vouchers. Instead £25 will be credited to your rent account.

What if a resident misses an appointment?

HFI may recharge the resident £15 for the missed appointment. This is because HFI still have to pay the contractor’s call-out fee if a resident misses an appointment, which takes money away from the repairs budget. By charging residents for missing appointments we can help to provide a fairer service to all of our residents.

How does it work?

If a contractor is late or fails to attend an appointment with you it is logged on a list of missed appointments. The vouchers are sent out or the credit is made to your rent account automatically.

If a resident misses an appointment they will be sent an invoice requesting payment of £15. This can be paid in a variety of ways, for instance in cash, by cheque or by direct debit.

How do I claim my £25 voucher?

You do not need to make a claim for a missed appointment. The voucher will be sent to you automatically to your home address within three weeks. If you are in rent arrears the payment may take slightly longer but it will be automatic and you are not required to put in a claim for it. You will be sent a letter confirming that the payment has been made.

Can I have cash instead?

For various reasons we cannot offer cash compensation. However, the vouchers we offer can be used in such a wide range of shops that they are almost as flexible as cash. If the payment is made to your rent account it is important that you continue to make rent and arrears payments.

Will I be compensated for every missed appointment?

For every non-urgent appointment (H4, H6 and G5 jobs), you will be entitled to a £25 high street voucher or credit to your rent account. This also applies where more than one appointment is missed on a particular job.

Are there any reasons why I would not receive compensation?

Compensation will not be paid in the following cases:

• No access - the appointment was not kept because contractor was unable to gain access (and this can be confirmed by telephone records)
• Changed appointment - the contractor has given you 48 hours notice of a change of appointment and a new appointment has been agreed
• Job was cancelled and you were notified 48 hours in advance of the appointment.
• Adverse weather conditions prevented the contractor from attending the appointment or carrying out the work. For example, bad weather might prevent a contractor from doing roofing repairs.
  

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