What to do
Our complaints procedure
Step one - dealing with your complaint
If you are still dissatisfied
Remedy and compensation
Paying Compensation to You
We are committed to delivering high standards and will pay compensation to you if we fail to meet our published standards in the following areas:
Right to Repair
You have the right to have certain repairs done within set time limits.
If we do not complete a qualifying repair within the set time limits, you have the right to ask us to arrange for another approved contractor to carry out the work. If this contractor fails to carry out the work, you may get compensation.
The timescales for carrying out repairs can be found here:
Missing a home visit appointment
We will pay £10 if we miss an appointment made with you. This includes if we are more than 30 minutes late for an appointment and fail to contact you to let you know. This applies whether the appointment is written or verbal.
Compensation can also be claimed if we have arranged for an external contractor to visit you and the appointment is missed.
For more information about missed appointments go to:
We will pay £10 for each letter that isn’t acknowledged within 3 working days
This compensation scheme covers letters addressed and delivered to a specific housing office for issues that are able to be resolved by that housing office (for example, if you contact your Local Housing Office to inform them of a fly-tipping issue on your street).
Please note, this does not apply to emails.
Communal Door Entry system
We will pay £5 for each four week period that the system does not work.
Compensation is not payable where the loss arises as a result of negligence by the tenant or failure to confirm with tenancy conditions, or if it is the result of a third part (for example, water, gas or electricity suppliers).
Customer Experience Officer
839 London Road
Corporate Complaints Officer
Derby City Council
The Council House
Local Government Ombudsman
PO Box 4771
Tel: 0300 061 0614