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Housing Insurance Claim

Tenants, leaseholders or any member of the public can make an insurance claim for compensation if they feel they have sustained loss or damage due to negligence by your housing management service or our contractors.

Negligence would be something we have done or failed to do which has caused the loss or damage.

How do I make a claim?

Your claim needs to be made with our claim insurance documents or requested by calling 020 7364 5015. 

You can then submit your Housing Insurance Claim by uploading the documents through our online form. You can upload your application as a scanned image/photo/document, which must be clearly legible. 

Alternatively you can post your claim form to us at :

Tower Hamlets Town Hall
160 Whitechapel Road, London
E1 1BJ

Submit a housing insurance claim

What happens when we have received the form?

When we receive the completed form we will need to carry out an inspection to gather further information relating to the claim. If the claim is against one of our contractors we will forward the information to the appropriate contractor for consideration by their insurers. If the claim is against your housing management service, then we will forward the form with any relevant information we hold to the council’s Insurance Team.

Whilst all claims will be fully considered, compensation is not guaranteed. Also, compensation is only paid in circumstances where there has been negligence, which means that the loss or damage has been caused because of something Tower Hamlets Council or our contractor have done or not done.

We do not insure home contents such as furniture, belongings or decorations. Therefore, tenants and leaseholders are strongly advised to take out their own home contents insurance. To help with this, we have teamed up with Thistle Tenant Risks who offer low-cost, contents insurance cover. Further details about the scheme can be found below.

Any claims for personal injury due to negligence will be sent to the council’s Insurance Team for consideration.

Have you considered insurance for your content and personal belongings? 

Tower Hamlets Council has partnered with Thistle Tenant Risks to offer special Tenants Contents Insurance. The Crystal Insurance Scheme, also by Thistle Tenant Risks, is available to all tenants in social and affordable housing.

Whether you live in an apartment, flat or high-rise building, your landlord is responsible for insuring the building. However, your home contents and personal belongings are your responsibility. 

Under the terms of your tenancy agreement, you may be liable for the repairs to your home. How could such situations arise?

  • If the neighbour upstairs left the bath running or if they had a burst pipe and the water caused damage to your decorations it would be your responsibility to redecorate your home.

  • If you had your keys stolen, you may have to pay for the cost of replacing the locks. 

  • If a window was accidentally broken you may be liable for the replacement cost of the window. 

The Crystal Insurance Scheme offers cover for these risks and more. 

Not only can the policy protect you against those events that as a tenant you may be affected by and financially responsible for, but it can also cover your home contents against perils such as fire, theft, water, and malicious damage. 

Optional extensions are available for an additional premium; you can include, Extended Accidental Damage, Personal Possessions (cover away from the home), and cover for Wheelchairs and Hearing Aids. 

Limits and exclusions apply, a copy of the policy wording is available to download. 

The Crystal Insurance Scheme was designed for tenants in social housing, and you can pay premiums cash fortnightly or monthly, monthly by direct debit or annually. (Fortnightly and monthly premiums include a transaction charge).

For more information or to get a quote download and complete the insurance application form. 

Phone Thistle Tenant Risks on 0345 450 7286. 

Visit Crystal Insurance for more information.  

Before completing the application form, please review the Thistle Insurance Services Terms of Business Agreement  and Insurance Product Information Document. These documents give you essential information on your rights and key information regarding the insurance cover.

All Tenant Risks business is arranged on a non-advised basis. This means that you will be provided with the key information to be able to make an informed decision on which cover is appropriate for your needs. 

Leaks from another flat

If you experience a leak from another flat, tell us as soon as possible. We will investigate and take the appropriate action to stop the leak.

If the leak is coming from a tenant’s flat, we will arrange for the repair to be carried out to stop the leak. If the leak is coming from a leaseholder’s flat, we will contact the other leaseholder and ask them to carry out the necessary repairs.

In some circumstances where there are leaks between two leasehold properties, the leaseholder may be able to make an individual claim on the building insurance policy to cover damages to any ceiling or wall decorations caused by the leak.