What happens once you've submitted your request
- We'll check through all the information you've submitted and reply to you within seven working days to confirm if it's been accepted or if there's anything else we need from you.
- You'll need to provide evidence after the repair has been completed for us to pay the money into your bank account. We'll discuss this with you further if your application is successful.
- If you're in arrears we may apply the money for your repair directly to your rent account instead.
What happens to the £500 if not used
- Any remaining balance from one financial year can be rolled over to the next financial year. But it can't be rolled over any longer than that.
- Each financial year you'll receive another £500 in your allowance, plus whatever is rolled over from the year before.
- Your total balance is capped at a maximum of £1,000.
- We know it might sound a bit confusing, but the bottom line is when it's the start of a new financial year the minimum you'll have available is £500 and the maximum is £1000.
What are your responsibilities as the homeowner
- You must check to see if any of your warranties or insurance covers the repair and make claims through existing policies first.
- You should appropriately maintain your home and keep up with routine servicing, for example boiler servicing. We may ask for evidence of this as part of your claim.
- You must provide evidence of the completed works, including a description, photographs and a copy of the paid invoice from a TrustMark approved contractor within 28 days of the work being completed.
- You must contact us and have the request approved before you have the repair done. We can only accept retrospective claims in genuine emergencies.
- It may be that you'll need to provide access to your home if we wish to inspect the repair.
Why might your request be refused
- Eligible homes are shared ownership properties purchased after 1 April 2024.
- There are numerous reasons why a request may be refused, but we will always provide you with an explanation if so.
- Such as if the repair isn't covered by the scheme, if a TrustMark company doesn't complete the repair, or if the repair needed has been deliberately caused.
- You cannot claim for DIY repairs, or repairs done by non-professionals.
- You cannot claim for accidental damage - you should contact your home insurance provider for this.
- You cannot claim where there has been a breach of the lease, such as deliberate or avoidable damage and when you haven't carried out the appropriate routine servicing and maintenance.
- You cannot claim for any routine works inside the home inside, such as pre-planned replacement/refurbishment of kitchen/bathroom or decorations or to improve the specification of items.
- You cannot claim for normal health and safety requirements such as gas servicing, electrical testing.
- Futures has the right and discretion, to reject repairs claims using any unapproved company which is not part of the TrustMark scheme.
