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

Brighton and Hove City Council (202003804)

Back to Top

 

 

 

 

 

 

REPORT

 

COMPLAINT 202003804

Brighton and Hove City Council

22 December 2020

 


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 Resident’s mutual exchange.

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 brought a complaint to the landlord abouts its decision to cancel their mutual exchange. The landlord provided its final response to the complaint on 19 August 2020 and explained that it made the decision due to the Covid 19 Pandemic.
  2. The complaint was referred to this Service for consideration, on 7 September 2020, and the Resident confirmed that they wanted to engage in our mediation process. The Resident said that as a resolution to the complaint, they wanted the landlord to allow for the mutual exchange to go ahead and, offer £700 compensation.
  3. This Service contacted the landlord with the details of the complaint and the outcome the Resident was seeking. The landlord agreed to engage in our mediation process and said that it would:
    1. re-apply for the mutual exchange, on behalf of the Resident
    2. undertake the necessary checks; and
    3. conclude the mutual exchange process within the legislative timescales, subject to restrictions in place as a result of the pandemic.
  4. On 15 December 2020, the Resident informed the Ombudsman that they had successfully completed the mutual exchange. The Resident confirmed they were satisfied with the outcome of the complaint.
  5. 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’.”
  6. 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.