Landlords can now complete the Complaint Handling Code Annual Submissions form. More information is available online.

Torus62 Limited (202008955)

Back to Top

REPORT

COMPLAINT 202008955

Torus62 Limited

15 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 resident has complained about the landlord’s handling of the repair to their toilet.

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 how it handled repairs to the toilet. The landlord provided its final response to the complaint on 30 September 2020 and offered the resident £100 for inconvenience caused while the repair remained outstanding.
  2. The resident referred their complaint to this Service on 25 November 2020, as they were not happy with the response to their complaint. During a conversation with this Service on 24 December 2020, the resident agreed to take part in our mediation process and said to resolve the complaint, they wanted the landlord to:

–          Provide an explanation regarding the issues raised about the landlord’s record keeping and communication. 

–          Respond to their email sent on 1 October 2020.

–          Provide an apology concerning the information given about when the toilet was fitted and, clarify when the toilet was fitted.

  1. We wrote to the landlord and explained the outcomes the resident was seeking as a resolution to their complaint and it agreed to take part in our mediation process.
  2. On 18 February, the landlord wrote to this Service with its responses to the resident’s points, as set out above. In addition to its responses, it said that it would increase the compensation offered to the complainant, to £200.
  3. We forwarded the landlord’s responses and offer of compensation to the resident. In an email to this Service dated 24 February 2021, they confirmed they accepted the landlord’s responses and offer of compensation as a resolution to their complaint.
  4. 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’.”
  5. 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.

Recommendations

  1. The Ombudsman recommends that the landlord arranges the payment of £200 to the resident within three weeks of the date of this report. The landlord should send confirmation to this Service once the payment has been made.