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Hackney Council (202005077)

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REPORT

COMPLAINT 202005077

Hackney Council

17 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 resident complained about the landlord’s handling of repairs to the heating and hot water in the property.

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 submitted a formal complaint to the landlord about the way it had dealt with the heating and hot water issues.
  2. The landlord responded to the complaint, on 25 August 2020 and acknowledged that the issues had been ongoing since March 2020. It confirmed that works to the communal boiler had commenced and subsequent works to individual properties, would be taking place from September 2020. The landlord offered the resident £150 compensation for missed appointments and the inconvenience they experienced.
  3. The resident emailed this Service on 26 August 2020 and explained that they remained unhappy with the landlord’s offer of compensation. We called the resident on 1 December to discuss the complaint and they informed us that to resolve the complaint, they wanted the landlord to:

– Increase the compensation offer.

– Resolve the issue with the heating and water.

  1. We contacted the landlord in relation to the resident’s desired outcomes. It confirmed to this Service on 2 February 2021 that it recently visit the property to carry out repairs to the heating and hot water. A further visit was planned to take place as the resident reported that some of the radiators were working intermittently, following its previous visit. The landlord also offered the resident £500 compensation.
  2. During a call with the Service on 10 February 2021, the resident informed that the landlord had completed the follow up visit however, the works were yet to be confirmed. They agreed that the landlord’s commitment to resolve the ongoing issue with the radiators, as well as the increased compensation offer, was a satisfactory resolution to their complaint.
  3. 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’.”
  4. 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.

Recommendation

  1. That the landlord contacts the resident within 10 days of the date of this report, with details of what follow up repairs, if any, it will take to repair the issue with the radiators, following the recent visit. As the matter has been ongoing, the landlord should also provide the resident with information on how it intends to ensure the matter has been effectively resolved, and what the resident may expect if the next repair is not successful. The landlord should inform this Service once it has made contact with the resident.