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Our Language Statement
Insurance claims
Do you insure the contents of my home?
No, you are responsible for insuring the contents of your home.
We have public liability insurance which covers us for claims of negligence against our agents or employees, but you must prove we have been negligent in order to succeed in any claim.
If I feel that you have been negligent, how can I go about making a claim?
You must make a claim, in writing, to the estate officer at your local Housing Office.
You should include:
- details of the date and time of the incident that led to the damage;
- the full details of the incident; and
- the reasons why you think that we are responsible for the damage.
- An officer will then visit your property to inspect the damage that has been caused and get more details and photographs if necessary, which will be sent to the Insurance Section.
If you have any questions about your claim before this visit, you should contact your local Housing Office.
You should not get rid of any damaged items until one of our officers has examined them.
What happens after I have made my claim?
We will send you an acknowledgement within 10 working days of receiving your claim to tell you that they are dealing with the matter.
We will carry out the initial investigation of your claim and send a report to the Insurance Section who will tell you that they have received your paperwork.
We will then pass the claim to our insurers. If you do not receive an acknowledgement, you should contact your local Housing Office.
Our insurers will also send you an acknowledgement once your case has been passed to them. At each stage, your acknowledgement letter will identify who is dealing with your case and where you can contact them.
How long will it take before I know if my claim is successful?
After we have passed your claim to our insurers, your claim will be dealt with as soon as possible. However, the overall timescale will depend on the investigation that is needed.
How will I know the result of my claim?
The insurers will send you a letter explaining their decision.
What if I am not satisfied with their decision?
You should write directly to the insurers telling them why you are not satisfied and stating again why you think we should be held responsible for the damage.
