Questions About What's Changing

We are moving all claims onto a brand new online claims’ system. The biggest changes are:

• The whole claim journey will now be online, so you can manage a claim directly and see what’s happening every step of the way.
• You will be able to raise a claim without submitting all the evidence up front.
• A new resolution step, where we will support tenants and landlords in coming to an agreement.
• Integration with TDS, making the experience simpler and the transition to adjudication seamless
• You will receive automatic updates from us about what is happening with the claim, including reminders where you need to take action
• Our team will become claims “concierges” focused on supporting you in making a claim rather than dealing with administrative tasks.

This will transform the experience of landlords, tenants, and agents, making the claim journey simpler, faster, and more transparent. You can see the new journey in full here.

We want to make the experience of raising a claim simpler, faster, and more transparent. The new claims system lets us do this by:

• Allowing a claim to be raised without the need for all the evidence up front - and we’ll only ask for that evidence if the tenant disputes the claim
• As the whole system is online, anyone who’s made a claim can simply login to see the latest status of the claim and understand what actions they need to take next.
• There will be automated notifications whenever an action is needed or the status of a claim changes, making it easy to stay on top of any claims
• Introducing a new resolution step, where we will support early agreement of the claim
• Integrating with TDS, building on their best practice and making the transition into adjudication seamless
• Allowing our team to focus on supporting you rather than performing administrative tasks.