Cheshire Peaks & Plains Housing Trust (202004898)

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REPORT

 

COMPLAINT 202004898

Cheshire Peaks & Plains Housing Trust

09 February 2021

 


Our approach

Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding and assist in reaching an agreed settlement.

The complaint

  1. The complaint is about the landlord’s response to a plumbing repair.

Determination (decision)

  1. In accordance with paragraph 55 (c) of the Housing Ombudsman Scheme, the landlord has made an offer of redress to the complainant which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

  1. The resident complained to the landlord about its response to their report of a foul smell in the property, which arose after the heating system was replaced.
  2. The landlord wrote to the resident on 15 July 2020 and confirmed that it had fully reviewed the complaint and provided its final response on 1 July 2020. 
  3. On the 8 October 2020, the resident brought their complaint to this Service. They confirmed that they wanted to take part in our mediation process, as they remained unhappy with the outcome of their complaint. The resident explained that to investigate the cause of the problem, they had initially paid for an independent plumber to attend the property. The resident said that to resolve their complaint, they would like the landlord to offer them an apology and £100.70 compensation, for their inconvenience and for the reimbursement of the cost of the independent plumber.
  4. We contacted the landlord on 9 November 2020, with the details of the resident’s desired resolution. In response, the landlord asked to be provided with the independent plumber’s findings, so that it could learn from the complaint and consider the proposal further.
  5. We discussed the landlord’s request with the resident who, provided their plumber’s report to us, which we forwarded to the landlord on 15 December 2020.
  6. On 26 January 2021, the landlord confirmed that it had written to the resident on 23 December 2020, with an apology and agreed to pay the resident the compensation they were seeking. The landlord confirmed the compensation payment would be processed within the next working day.
  7. Paragraph 55 (c) of the Housing Ombudsman Scheme states that:
    1. “At any time, the Ombudsman may determine the investigation of a complaint immediately if satisfied that the member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily. This will result in a finding of ‘resolved with intervention’.”
  8. I am therefore satisfied, following the intervention of this Service, that the landlord has now taken actions to remedy the matters raised which resolve the complaint satisfactorily.