Who will approve compensation? 

A Head of Retirement Living/ Extra Care has the authority to approve compensation payments where it is considered that there has been a failure to meet an agreed standard of service; as well as obligatory payments. 

Unless the subject of a formal complaint, compensation claims should be made within 28 working days following the failure in service. Where approved we will pay the compensation within 10 working days of that approval being given. 

If a resident is in arrears at the time of the approval of any compensation we reserve the right to offset the compensation payment against those arrears. 

Where judged appropriate managers dealing with a request or claim for compensation will ensure that our insurers know, via our Insurance Administrator, if there is a risk of a future insurance claim. 

Guidance should be obtained from the Head of Legal Services, where in the opinion of a Manager and/ or Head of Retirement Living/ Extra Care dealing with a request or claim for  compensation, a ‘without prejudice’ statement should be included in any correspondence.