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London & Quadrant Housing Trust (202114197)

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REPORT

COMPLAINT 202114197

London & Quadrant Housing Trust

25 January 2022


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 the damage to the resident’s balcony.  

Determination (decision)

  1. In accordance with paragraph 55 (b) of the Housing Ombudsman Scheme, the landlord has made an offer of redress to the complainant prior to investigation which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

  1. The resident raised a complaint with the landlord about its response to a leak from the property above, which caused damage to their balcony.
  2. The landlord provided its final response to the complaint on 30 September 2021. In the response it:
    1. Confirmed that the initial repair to the leak was raised on 16 April 2021 and repaired in August 2021.
    2. Confirmed that an inspection of the balcony was completed on 7 September 2021 and carpentry repairs were scheduled to take place on 25 November 2021. It acknowledged that the repair appointment was far ahead however, this was the earliest appointment it had available.
    3. Offered the resident £900 compensation comprising of:
      1. £80 for the delay in completing the repair, from April 2021 to November 2021.
      2. £240 for the inconvenience and distress caused to the resident while the repairs were ongoing.
      3. £100 for the shortfalls in its communication with the resident about the repairs.
      4. £30 for the resident’s time and trouble pursuing the matter.
      5. £450 for the loss of use of the balcony while the repair was outstanding.
      6. In addition, it offered to consider reimbursement for any increase in the resident’s electricity usage during the time the balcony could not be used if the resident provided it with bills.
  3. The resident referred their complaint to the Ombudsman on 11 October 2021. They explained that they remained unhappy with the level of compensation the landlord had offered.
  4. The resident also contacted the landlord directly, on 3 November 2021, to explain that they was unhappy with the level of compensation offered. They explained that they would have to clear the balcony for the repairs to be carried out and put these items in their living room, which would take up space and cause an inconvenience. In addition, they reported that they had to purchase new bikes, as their old bikes had been damaged by the leak and they would incur a cost to dispose of the old bikes. The resident asked that the landlord consider these additional costs and revise its offer of compensation.
  5. On 5 November 2021, this Service called the resident to discuss the outstanding matters of the complaint. During the discussion, they reiterated that they were seeking additional compensation, as they had explained to the landlord on 3 November 2021. They confirmed that in total, they sought £1688.50 compensation. In addition, they said that they wanted the landlord to carry out repairs to replaster, clean and paint the balcony ceiling.
  6. The landlord responded to the resident on 15 November 2021. It agreed to offer the resident additional compensation as follows:
    1. £240 for the inconvenience and distress as a result of having to store items from the balcony, in their living room.
    2. £119.50 for the increased electricity usage as a result of the resident having to use a tumble dryer while the balcony was not accessible.

As well as the above, the landlord agreed to offer compensation for the removal of the damaged items from the balcony once the resident provided a receipt for this.

  1. We discussed the landlord’s offer with the resident on 16 November 2021, and they confirmed that they accepted the landlord’s revised offer compensation. However, they said that they remained unhappy as the landlord had not agreed to paint the balcony ceiling.
  2. Thereafter, the resident contacted the landlord directly on 22 November 2021 confirming acceptance of the compensation offer. They provided the receipt for the cost of the removal of the damaged items which amounted to £96. The landlord agreed to pay £1355.50 in total. The resident confirmed to the landlord on 26 November 2021 that they accepted this.
  3. This Service contacted the landlord on 30 November 2021, to query the status of the repair it was due to complete on 25 November 2021. The landlord confirmed that it completed the renewal of the balcony ceiling on the agreed date. It confirmed that painting was not required as the plyboards used to replace the ceiling where already coloured white. The landlord provided this Service with images of the completed work and confirmed that the payment of compensation had been processed.
  4. The landlord has completed the outstanding works to the balcony as agreed in the complaint response. Although the resident had asked for the balcony to be painted, this was not necessary because the plyboard the landlord used had a painted finish. As well as this, the landlord revised its offer of compensation, and the resident confirmed their acceptance of this, on 26 November 2021, the day after the repair was completed.
  5. I am therefore satisfied, that the landlord has now taken actions to remedy the matters raised which resolve the complaint satisfactorily.