Compensation policy

Publication type:

This policy outlines when you can claim compensation and how we’ll compensate you.

Read our Compensation Policy [PDF 301KB].

Further information:

You can find more information below:


Ways to contact us...

Email us using MyAccount:image: Myaccount logo

You can make a complaint using MyAccount, our safe and secure online service. Thsi is the quickest way to contact us.

Optivo residents can register and login to MyAccount. As well as contacting us with the details of any complaints, residents can also manage a number of other aspects of their home, such as their rent and repairs.

For those without a MyAccount login, such as non-residents, you can also contact us as a guest. Click the link below to find out more.

Get in touch


Please note: Monday morning is our busiest time and we may take longer to answer calls. You can call us on 0800 121 60 60.
We’re available from 9am to 5pm Monday to Friday. 



If you’d like to write to us, you can send a letter to the following address:

Optivo, Building 1060, Cornforth Drive, Kent Science Park, Sittingbourne, ME9 8PX.

Online Chat:

You can talk to one of our advisors using our online chat facility. This service is available Monday to Friday between the hours of 9am to 4.45pm.


What to do if we’re unable to resolve your complaint

If we’re unable to resolve your case after going through each stage of our complaints process, you can ask the Housing Ombudsman Service (HOS) for a review. To contact the HOS, you can ask one of the following to refer your complaint:
  • A Member of Parliament (MP)
  • A local Councillor
  • A resident panel.
Another option is to wait for eight weeks after you receive a final response from us and contact the Housing Ombudsman directly.