Page 23 - Clanmil Together Magazine Summer 2025

An update

to our

Complaints Protect What Matters

Policy with Contents Insurance

We have reviewed our Summer’s here and with BBQs, visitors, and holidays on the go, life can get

Complaints Policy, and the pretty hectic. But while you’re ticking things off your to-do list, here’s one task
that’s really worth doing: getting home contents insurance.
updated version is available

on our website. If you rent your home from Clanmil, you don’t Peace of mind, all year round
need to worry about buildings insurance
as we’ve got that covered. But contents It only takes a short time to get covered and it
insurance is your responsibility, and it can help could save you a lot of stress and expense in
the future. So while the sun’s out and you’re
protect your personal belongings if something making the most of summer, take a moment to
unexpected happens. protect what matters most inside your home.
To view the policy, go to www.clanmil.org.uk, visit Customer Area, Your Tenancy
and choose Unhappy With Our Service? What is contents insurance?

We are committed to our promise to you to attempt to resolve or fully It’s a policy that protects the items inside your Are you covered?
home: basically, anything you’d take with you
investigate any expressions of dissatisfaction you may bring to us. if you moved.

This can include: Whether you live in an
The Policy has only been slightly updated to be clearer on the following timescales: • Furniture and soft furnishings apartment or a house, home

• Clothes and shoes and contents insurance
is your responsibility
• Jewellery and valuables
3 20 60 6 • TVs, laptops and other electronics Clanmil do not insure your

days days days months • Kitchen utensils, plates, towels and bedding belongings, furnishings,
clothing, electrical goods,
Three working days A maximum of A maximum of A maximum of Depending on your policy, you’ll typically flooring or decoration
for us to notify you 20 working days for 60 working days for six months for us to be covered for things like theft, fire, and
if your complaint us to close any us to close any close any actions flood damage.
cannot be escalated actions arising from actions arising from arising from Stage 2 It is a tenant's responsibility
to have their own contents
through our normal Make It Right Stage 1 complaints complaints. Handy Hints: insurance
process. requests before we before we proceed
proceed to Stage 1. to Stage 2. • Shop around – there are lots of providers and
deals, so compare prices and cover carefully. Insurance can be obtained through price

Occasionally we may need to extend these deadlines (for example for significant structural works, • Read the fine print – every policy is different, comparison sites at competitive prices. If you
use of specialist contractors, involvement of third parties, statutory agencies etc.) but we will ensure so know what is (and isn’t!) included. have a flood, fire, break in or other incident
that you are kept fully informed at all times of our actions, reasons and revised timescales. • Mobility scooter owner? Some policies in your home Clanmil will only reinstate
may cover your scooter – even when you’re the building structure, fabric and services.
Thank you for bringing to our attention your concerns over the last year. out and about. Always check with your We do not cover the loss or damage to the
They have helped us focus on improvements in our service and offer to you. insurer to be sure. belongings of tenants.

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