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Riverside Housing Co-operative (Redditch) Limited (202014331)

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REPORT

COMPLAINT 202014331

Riverside Housing Co-operative (Redditch) Limited

8 October 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 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 following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

  1. The resident raised a formal complaint about the landlord’s handling of repairs to the:
    1. Walls;
    2. Internal and external doors;
    3. Windows; and
    4. Kitchen.
  2. The landlord provided its final response to the complaint on 23 March 2021. It stated that:
    1. Works were completed on 21 August 2021. The delay in completing the works was the result of the change to the repairs service, which was operating an emergency service during lockdown.
    2. It had offered the resident £100 for their time and trouble and they accepted this.
    3. It had carried out further plastering works as a gesture of goodwill and sent the resident decoration vouchers. It also offered to supply white paint to the resident so that they could paint the plaster however, the resident declined this and informed that they would not be able to carry out the painting works. It confirmed that redecoration works were not its obligation.
    4. It would be replacing the rear door however, this could take up to 12 weeks due to supply shortages.
    5. It found its communication with the resident regarding their concerns was adequate.
    6. Following a visit from the contract manager and technical surveyor, it was found that other walls in the property did not require plastering.
  3. The resident referred their complaint to this Service as they remained unhappy with the outcome. We spoke with the resident on 14 June 2021, and they confirmed that to resolve the complaint, they wanted the landlord to:
    1. Reskim and plaster the remainder of the living room.
    2. Offer compensation for their carpet in the living room, which they said had been cut to accommodate the repairs.
    3. Replace the kitchen flooring, which they reported was not smooth.
    4. Straighten the flooring in the living room
  4. We wrote to the landlord with the details of the resolution sought by the resident. On 22 July 2021, it agreed to take part in our mediation process. It confirmed that it had undertaken an inspection of the property and had identified further works were required to the plastering and some internal doors in the property. It confirmed that the works were completed by 20th July 2021, and it was awaiting a post inspection. Moreover, it advised that another decoration voucher had been sent to the resident and said it was not liable for the carpet as the resident cut this. It agreed that the kitchen flooring would be inspected at the time the post inspection was carried out and it asked for clarification on the resolution sought regarding the living room flooring.
  5. We discussed the actions the landlord agreed to complete, with the resident on 11 August 2021. They confirmed that the works scheduled for 20 July 2021 had been completed however, they felt the plastering was not completed to a good standard. They reported concerns about the contractor’s conduct during the visit to the property so was advised to raise this with the landlord, as it was a new issue to the complaint. The resident confirmed that they accepted the landlord’s position on the carpet and said they had previously been informed that no works would be carried out to the living room flooring and accepted this as well. They explained that the landlord agreed to do an inspection on 19 August 2021 and said that to resolve the complaint, they wanted the plastering to be carried out to a good standard and the repairs to the internal doors and kitchen floor to be completed. In addition, they wanted the landlord to consider further compensation for the impact they reported the contractor’s conduct had on them.
  6. In light of the information the resident provided, we contacted the landlord and asked if it would consider doing the following, to resolve the resident’s complaint:
    1. Arrange for an alternative contractor to rectify the plaster works carried out on 20 July 2021.
    2. Following the inspection on 19 August 2021, write to the resident and confirm what, if any, remedial works it would complete to the internal doors and kitchen flooring.
    3. Consider compensation for distress and inconvenience to the resident.
  7. The landlord responded on 24 August 2021 and confirmed that it could attend the property to complete plastering woks on 1 September 2021. It reported that it completed works to the internal doors during the visit on 19 August 2021. It said that the kitchen flooring was not inspected during this visit as it had already been replaced on 23 July 2021. It offered the resident an additional £50 compensation for their time and trouble, in recognition of the poor quality of plaster works completed on 20 July 2021.
  8. During a conversation with the resident on 25 August 2021, they confirmed that the suggested appointment date on 1 September 2021 was suitable. They said that they would consider the complaint resolved if the landlord offered a further £50. We wrote back to the landlord with the resident’s request, and it confirmed that it would not increase its offer of £100 compensation.
  9. Following the completion of the plastering works, we spoke with the resident on 13 September 2021, and they confirmed that the plaster works were carried out to a good standard. However, they reported that their carpet had been stained by the plaster and they wanted the landlord to address this and decorate the plastered area. We informed the resident that the landlord declined to offer the further compensation requested and had previously advised that it was not responsible for decorating, so was not likely to offer to do so. We explained that we would, therefore, progress the complaint for investigation as the parties could not reach an agreement. We wrote to the landlord to inform the case was being progressed.
  10. Following receipt of our letter, the landlord contacted the resident and confirmed to us on 21 September 2021 that it would be arranging for the resident’s carpet to be cleaned and it agreed to paint the plastered parts of the wall. It reiterated its offer of an additional £50 compensation and noted it considered this reasonable.
  11. We discussed the landlord’s agreement with the resident ton 27 September 2021, and they confirmed that they accepted this as a resolution to their complaint.
  12. 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’.”
  13. I am therefore satisfied, following the intervention of this Service, that the landlord, upon completion of the actions agreed, has taken actions to remedy the matters raised which resolve the complaint satisfactorily.

Recommendation

  1. Within three weeks of the date of this report, the landlord is to confirm when the carpet will be cleaned if this has not already been completed.
  2. Within three weeks of the date of this report the landlord is to confirm when the painting to the plastered areas of the wall will be carried out if this has not already been completed.
  3.  It is understood that the landlord has already paid the resident the £100 it offered within the complaint’s procedure. Therefore, the landlord is to pay the resident the additional £50 it has offered to the resident within three weeks of the date of this report.