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

Connexus Housing Limited (202001558)

Back to Top

 

 

 

 

 

 

REPORT

 

COMPLAINT 202001558

Connexus Housing Limited

19 January 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 response to: 

 

  1.                     their report about the blocked access to their back garden; 
  1.                     their request for independent access to their back garden;  
  1.                      their reports about the behaviour of their former neighbour.  

 

Determination (decision)

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

How the complaint was resolved

  1.   The resident submitted a formal complaint to the landlord about its response to their reports about their former neighbour’s behaviour and, the blocked rear access to their garden.  

 

  1.   The landlord issued its final response to the complaint on 29 July 2020. It acknowledged that it could have dealt with the issue concerning the resident’s access to the back garden at an earlier opportunity. To resolve the complaint, the landlord confirmed that it would complete works to provide the resident with an independent access route to their rear garden.  

 

  1.   The resident brought their complaint to this Service on 28 September 2020, agreed to take part in our mediation process and said that, to resolve their complaint, they wanted the landlord to; 
  • issue a letter of apology;
  • confirm in writing that it would not put them out of their home;
  • provide an action plan for the completion of the agreed works; and
  • offer £500 compensation.
  1. The landlord confirmed to this Service that it would like to take part in our mediation process and agreed to provide all the outcomes being sought by the resident.
  2. The landlord set out its plans for the works to the independent access route and during a conversation with this Service on 17 November 2020, the resident confirmed that they agreed to the works going ahead.
  3. The resident confirmed to this Service on 22 December 2020, that the works to the access path were completed although, raised concerns about the standard of the works. Thereafter, the landlord agreed to carry out further works to:
  • Extend the width of the pathway to ensure that it is 1200mm wide and, move the gate to the originally agreed position.
  • Remove the washing line in place and install a separate line to the neighbour’s property.
  • Remove the fence and gate at the front of the property.

 

  1. During a conversation with this Service on 14 January 2021, the resident indicated that if the landlord completed actions it agreed to, they would regard the complaint as resolved. The landlord has advised that it will be completing the further works, writing to the resident and paying the agreed sum of compensation.
  2. 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’.”
  3. 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. That the landlord issues the letter of apology to the resident, within 3 weeks of the date of this report and provide a copy to this Service.
  2. That the landlord pays the resident £500 compensation, within 3 weeks of the date of this report and provide confirmation of the payment to this Service.
  3. That the landlord completes the additional works set out in paragraph 5.

The Ombudsman accepts that, because of the present restrictions due to the corona virus pandemic, the timing of the above actions will depend on what is reasonable in the light of Government guidance regarding the health of the resident and of the landlord’s staff. Therefore, the landlord is to contact the resident within 7 working days, with information about how it intends to complete these additional works agreed.