We’ve listened to complaints feedback, and we’re acting on it. 

Some recent complaints highlighted that claiming compensation from our gas contractor in Kent was more complicated than it should be. We know that making a complaint takes time and energy, so when compensation is due, for things like missed appointments or avoidable delays, we want the process to be as smooth as possible. 

What’s changed? 

Previously, residents had to fill in a form, send it to the contractor and wait for a cheque. Now, we’ve simplified things: 

TCH will pay compensation directly to the complainant, usually by bank transfer, and we’ll recover the cost from the contractor later. No more forms, no more long waits; compensation can usually be paid within a few days. 

Complaint feedback also told us that some of the contractor documents and communication suggested accepting compensation always meant a complaint was closed. That’s not true.  

Even if compensation is paid, you can still escalate your complaint — through both stages of our process and to the Ombudsman if needed. 

We’ve reviewed the contractor’s documents and asked them to refresh their staff training to make sure this is clear going forward. 

Thank you for helping us improve. Your feedback really does make a difference.