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Havering Council (202007890)

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REPORT

COMPLAINT 202007890

Havering Council

8 March 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 handling of repairs.
  2. The resident explained that the outstanding issues are their dissatisfaction with the amount of compensation offered by the landlord and their dissatisfaction with the repairs appointment system.

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. In August 2020, the resident had a new boiler installed in the property, which had a missing part. This missing part did not affect the hot water system, only the heating system. As it was summer, the resident decided the repair could wait.
  2. Throughout October 2020, there were instances of missed repair appointments and on one occasion, the incorrect installation of the missing part. This then necessitated a need for an additional repair to fix the issue.
  3. In October 2020, the resident complained to the landlord. The landlord responded to the resident on 28 October 2020, where it apologised for the inconvenience caused and offered a goodwill payment of £20. This response by the landlord is considered its final response on the matter.
  4. The resident then brought their complaint to our Service, outlining their dissatisfaction with the landlord’s investigation and the amount of compensation offered.
  5. In assessing the complaint, our Service discussed the ways in resolving the complaint with the resident in January 2021. The resident agreed to engage in the mediation process and told the Service that in order to resolve the complaint, they would like the landlord to increase the amount of compensation to £150 and to assess/review its repairs processes and procedures.

 

  1. The landlord responded to the Service in February 2021 and agreed to increase its offer of compensation to £150. The landlord also informed our Service that it had already identified a trend indicating its heating contractor has had an increased level of missed appointments. It confirmed the matter has been considered by housing management and as a result of this, the Special Projects and Compliance Manager is now meeting regularly with the contractor to address this.
  2. 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’.”
  3. 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. The landlord should now contact the resident in the next two weeks to arrange payment of the compensation and provide this Service of confirmation when paid.