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Peabody Trust (202102931)

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REPORT

COMPLAINT 202102931

Peabody Trust

26 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 complaint is about the level of compensation the resident was offered following delays repairing the front door at 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 which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

  1. The resident is an assured tenant of the landlord. On 1 April 2021, the resident raised a formal complaint concerning the length of time it had taken for the landlord to repair the lock on her front door.
  2. The resident contacted this Service on 6 May 2021 to advised they were dissatisfied with the level of compensation offered by the landlord. They advised it did not reflect the level of distress and inconvenience experienced by her and her young children.
  3. The landlord issued a final response on 17 July 2021. The landlord acknowledged there had been delays in both the handling of the repair and handling of the complaint. The landlord advised this was exacerbated by the Covid-19 pandemic as supply chains for parts were affected. The landlord apologised for the level of service the resident received and offered the resident £400 compensation.
  4. On 25 October 2021, this Service contacted the resident to discuss the option of mediation. The resident advised the resolution they were seeking from the complaint was an increase in compensation from the £400 offered by the landlord to £550. The resident advised this was in recognition of the distress she experienced and the delays in handling the repair and handling her complaint. The resident agreed to this Service contacting the landlord.
  5. On 25 October 2021, this Service contacted the landlord about the possibility of a mediated resolution to the resident’s complaint.
  6. On 25 October 2021, the landlord confirmed that it agreed to engage in the mediation process and agreed to the resolution as proposed by the resident
  7. 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’.”
  8. 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 make the increased compensation payment on £550 within four weeks of the date of this report and provide confirmation of payment to this Service.