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

Metropolitan Housing Trust Limited (202104738)

Back to Top

REPORT

COMPLAINT 202104738

Metropolitan Housing Trust Limited

11 November 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;
    1. The landlord’s handling of repairs to damp and mould.
    2. The level of compensation the landlord offered in respect of the formal complaint.

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 to the landlord concerning its handling of works to the damp in their bathroom.
  2. The landlord reviewed the complaint and provided its final response on 20 July 2021. It confirmed that it recognised that there had been issues with the completion of the works, which resulted in the repairs not being completed within its service response time. It apologised to the resident and confirmed that the decorative works to the bathroom were due to be completed by 22 July 2021. It offered the resident £185, in recognition of their time and trouble, its poor complaint handling, the service failure in addressing the repair and, a missed appointment.
  3. The resident referred their complaint to the Service on 3 August 2021, as they remained unhappy with the level of compensation that the landlord offered. They specified that they were seeking compensation in the region of £500-£1000. They also said that the painting of the bathroom ceiling had not been completed, as previously specified by the landlord.
  4. We wrote to the landlord and set out the resident’s expectations regarding a resolution to their complaint. It responded on 26 October 2021, and explained that after reviewing the complaint, it wished to increase its offer of compensation to £660, to reflect the length of time taken to complete the repairs. It said the offer comprised the following:
    1. £250 for time and trouble;
    2. £250 for service failure;
    3. £150 for poor complaint handling; and
    4. £10 for a missed appointment.
  5. We spoke with the resident about the landlord’s offer on 3 November 2021. They confirmed that they would accept this as a resolution to their complaint.
  6. 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’.”
  7. 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 pay the resident the £660 compensation within three weeks of the date of this report. If the £185 that was previously offered has already been paid to the resident, the landlord is to pay the difference.
  2. The Ombudsman recommends the landlord establish whether the painting of the bathroom ceiling formed part of the original schedule of works. In the event it did, the landlord is to, within three weeks, inform the resident of a date they can expect this to be completed. If the works were not included, it should explain why to the resident.