Money: Costs, Charges, Compensation & Support

Service charge and bills

Do I need to pay service charge for the period I am relocated?

The law gives us no choice but to continue to levy a service charge. However, we understand why this might feel unfair, so are currently working hard to see if we can develop a solution that will not leave residents unfairly disadvantaged.

At the moment there are still residents living in Opal and Amber Courts so services are still being provided, but once those buildings are empty we will be able to start reducing the cost of services.

Can you have a conversation with Insite Energy to stop standing charges for heating and hot water given that we aren’t living there?

We are reviewing this currently, as we know these charges – 40p per household per day - add up over time. We will come back to you when we have an answer on this question.

Where can I find guidance on council tax and housing benefit?

NHG is responsible for council tax for residents at their Stratford Halo home while you are relocated. Please take a look at the sections covering housing benefit and universal credit, and council tax for further guidance.

Expenses and compensation 

How do I get reimbursed for reasonable expenses?

We have pledged to reimburse all reasonable expenses and apologise if you feel any reasonable requests have been refused. It is important that you speak to your local officer or a member of the resident hub team as a first port of call, as they are given the freedom to make decisions on reasonable expenses, but if you feel a claim has been unfairly refused, please email our Hotline.

We are developing an updated relocation policy which will give greater clarity for residents and officers around what will and won’t be accepted for reimbursement. As soon as this is available, we will share it. There will always be exceptional things that our team members will need to seek manager approval for but our intention is that this policy will cover most eventualities.

What daily living allowance (food, travel, laundry, essentials) are displaced residents entitled to, and how should claims be submitted?

When provided with hotel accommodation, we included breakfast and dinner as well as WiFi costs where possible. If we were unable to secure you meals at the hotel itself, or you requested we don’t, we instead provide £20 a day per child under 10 and £30 a day per person over 10.

Once moved from a hotel to a self-serviced apartment we would stop paying a daily food allowance as you could then prepare meals as if you were at home.  

If you incurred any additional expenses due to your placement in a hotel or serviced apartment, we will reimburse you for reasonable expenses. This could include having to use local laundry facilities, increased travel costs, parking costs at the hotel or others.  Please discuss this with us in advance and send any receipts by email.  

What are my rights as a tenant while I am away from home?

Your rights and obligations continue as per your tenancy agreement throughout the time you are temporarily moved from your home, subject to the provisions within our Relocation (Decant) Policy.

Will we be compensated when everything is resolved?

We know how difficult the last few months have been for you and we have pledged to look into the issue of compensation, but our priority at this time has to be getting everyone remaining inside the affected buildings into alternative temporary accommodation and ensuring that no-one is left out of pocket for reasonable expenses incurred as a result of their relocation.

Rents and payments

Do I need to continue to pay my rent?

Yes, your rent needs to be paid, as per your tenancy agreement, while you are temporarily relocated, but it is impacted by where you have moved.

• If you have moved to a Notting Hill Genesis property, a serviced apartment or private tenancy, the rent on this will set to zero as you are still paying rent on your home.
• If you are staying with friends or family, you need to pay the rent on your home but it will be refunded to you for the time we have instructed you to move out.

Am I entitled to a rent refund?

As above, you will receive a refund if you have chosen to stay with friends or family. If we have provided you with alternative accommodation, your rent will pay for that property.

Do shared owners need to continue to pay rent?

Yes, your rent needs to be paid, as per your lease agreement, while you are temporarily relocated, but it is impacted by where you have moved.

• If you have moved to another NHG property, a serviced apartment or private tenancy, the rent on this will set to zero as you are still paying rent on your home.
• If you are staying with friends or family, you need to pay the rent on your home but it will be refunded to you for the time we have instructed you to move out.

Repairs and long-term options

Will NHG cover the structural repair costs?

At the moment our focus has been on ensuring your safety and working as quickly as possible on the interim solutions to allow you to move back home. In terms of longer-term solutions and the funds to pay for this, this is still to be agreed but no costs associated with these repairs will be passed to you.   

Will NHG buy my home from me?

While our intention remains for all households to return home, we know it is likely to be months before that is possible. As such, our executive board has agreed an enhanced buyback offer for leaseholders who would prefer to sell their homes back to us and move on.  

Insurance

Do I need to let my home contents insurer know I have been relocated?

Yes, you should contact your insurer to let them know. Every cover is different, so it is important you find out from them whether there are any specific requirements you need to follow to maintain your cover. They may also suggest empty home insurance.

Your need to relocate from your home may result in increased premiums, and if that is the case, we will reimburse the difference as part of our pledge not to leave residents out of pocket for reasonable expenses. You would just need to provide us with confirmation from your insurer of the increased premium. It may also be important to let your motor insurer know of any change of location.

It may also be important to let your motor insurer know of any change of location.

Do I need to notify my mortgage provider?

It would be wise to keep them informed of what has happened and find out whether it has any impact on your mortgage.  

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