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Claim a heating rebate or compensation

You must claim a heating rebate or compensation within 6 months of your heating and hot water issue. You can only claim for a complete loss of either heating or hot water. 

Check if you can claim

Claim a heating rebate

You can claim a heating rebate if all the following apply: 

  • you do not have a heat meter as your charges are based on a heat scale
  • you're a Camden tenant or leaseholder 
  • we provide your heating and hot water 
  • you've had no heating or no hot water for at least 3 days in a row

As the heating is turned off from 1 June to 30 September, no heat rebates for loss of heating are issued in summer months.

Residents connected to a heat meter

You cannot request a rebate as the meter would not record usage, if the heating is not working, but you can claim compensation.

Claim additional compensation 

You can claim additional compensation if all the following apply: 

  • you're a Camden tenant or leaseholder 
  • we provide your heating or hot water, or we’re responsible for maintaining your heating system 
  • you've had no heating or hot water for more than 5 days in a row 

How to claim 

Complete the heating rebate or compensation form. 

Claim a heating rebate or compensation

What happens next 

We aim to process your request within 20 working days. 

Compensation rates  

If your home has a landlord controlled heating or hot water system such as a district heating system, you’ll be eligible for the following compensation including for the first 5 days: 

  • £3.50 per day that both your heating and hot water were not working 
  • £2.50 per day that just your heating was not working 
  • £1 per day that just your hot water was not working 

If your home has an individual heating system such as a gas boiler that we’re responsible for, you’ll be eligible for the following compensation including for the first 5 days: 

  • £3.80 per day that both your heating and hot water were not working 
  • £2.50 per day that just your heating was not working 
  • £1 per day that just your hot water was not working 

How heating rebates and compensation are paid 

If you’re a tenant, we’ll pay your rebate or compensation as a credit on your rent account. 

If you’re a leaseholder, we’ll credit your service charges account.