Search Menu Home About Ongo Complaints Claiming compensation Claiming compensation This document sets out criteria for eligibility to complete a compensation claim – this does not mean that compensation will be awarded, however it will give you an indication as to whether you have grounds to submit a claim. Common Examples of Requests for Compensation All claim applications eligible within this section need to be made within 28 days of which the claim relates to. Claim reason Claim reason Eligible tenure type Eligible tenure type Eligible for application? Eligible for application? Area covered in policy Area covered in policy Claim reason Loss of heating and hot water Where it has been lost for more than 5 days, unless planned works to replace boiler are taking place. Eligible tenure type All Eligible for application? Yes Area covered in policy Section 4.5.3 Section 4.5.2 Claim reason Loss of facilities or amenities Where parts of the property or loss of the use of amenities for which we are responsible and have caused the loss through negligence (i.e. failed to attend repair appointments or met our repairs priority timescales). This does not apply if planned works are taking place. Eligible tenure type All Eligible for application? Yes Area covered in policy Section 4.5.1 Section 4.5.2 Claim reason Failure to complete repairs (Right to Repair Scheme) Where we have not attended pre arranged repair appointments or we have refused to carry out a repair we are responsible for. Eligible tenure type All Eligible for application? Yes Area covered in policy Section 3.14 Section 4.5.1 Appendix 1 Claim reason Loss or damage to property or internal decorations Where damage is caused by the actions of a staff member or contractor delivering services on our behalf. We will not pay in lieu of contents insurance. Eligible tenure type All Eligible for application? Yes Area covered in policy Section 3.12.3 Claim reason Adverse weather conditions Where adverse or exceptional weather conditions have occurred and caused damage. e.g. a tree branch has fallen and damaged something in the garden. We will not pay in lieu of contents insurance. Eligible tenure type All Eligible for application? No Area covered in policy Section 3.5 Claim reason Accidental damage Where damage has been caused and we couldn’t have done anything to foresee the damage. e.g. unreported blocked drains Eligible tenure type All Eligible for application? No Area covered in policy Section 3.5 Claim reason Damage or loss caused by persons other than ongo staff or contractors We will not pay for damage caused by other residents or visitors to our estates. Eligible tenure type All Eligible for application? No Area covered in policy Section 3.5 Claim reason Failure to attend pre-arranged appointments Unless a customer has prevented the appointment from taking place. Eligible tenure type All Eligible for application? Yes Area covered in policy Section 3.4.1 Claim reason To resolve a complaint We may pay compensation to resolve a complaint. Eligible tenure type All Eligible for application? No Area covered in policy Section 1.3 Section 3.15 Claim reason Customer distress or discomfort We may provide compensation for the issue if it is not covered under another area of the policy. Eligible tenure type All Eligible for application? Yes Area covered in policy Section 3.16 Less common examples of requests for compensation These will usually be handled by the relevant service area, once a claim has been submitted. Claim reason Claim reason Eligible tenure type Eligible tenure type Service area Service area Area covered in policy Area covered in policy Claim reason Attending Court on behalf of ongo Eligible tenure type All Service area Tenancy Enforcement Area covered in policy Section 3.17 Claim reason Qualifying improvements If you are an assured protected tenant and we gave permission to alter the home, when they move out they can claim money back for the alterations made to the property. Tenants have 14 days from the date the tenancy ends to do this. See the section 4.3 of the policy for the full criteria list. Eligible tenure type Assured Protected (CT) Service area Regeneration Area covered in policy Section 4.3 Claim reason Home loss payments If we demolish a building and a customer is entitled to apply for a home loss payment within 6 years of losing their home. Eligible tenure type All Service area Support services Area covered in policy Section 3.2 Claim reason Claims over £5,000 Eligible tenure type All Service area Financial planning manager Area covered in policy Section 3.4 Claim reason Service charge refunds Eligible tenure type All Service area Homeownership for leaseholders. Income collection for tenants Area covered in policy Section 3.4 Claim reason Personal injury claims Eligible tenure type All Service area Area covered in policy Section 3.4 Key 1 1 Yes Yes We cover this within the compensation policy/process We cover this within the compensation policy/process 1 2 Yes No We cover this within the compensation policy/process We cover this under a different policy/process 1 3 Yes No We cover this within the compensation policy/process We don’t do this on this or any policy/process Policies Accessibility Privacy Commercial services Contractors Modern day slavery Working for Ongo Accreditations Community work Select language Change contrast Ongo Partnership Ltd, Ongo House, High Street, Scunthorpe, North Lincolnshire, DN15 6AT Copyright© 2021 Ongo. Registration no. 08048224. We use cookies which are essential for our website to work. We also use non-essential cookies to help us improve your experience browsing our site. Any data collected is anonymised. 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