Ipswich Borough Council (202119978)

REPORT

COMPLAINT 202119978

Ipswich Borough Council

29 September 2023

Our approach

The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). The Ombudsman considers the evidence and looks to see if there has been any ‘maladministration’, for example whether the landlord has failed to keep to the law, followed proper procedure, followed good practice, or behaved in a reasonable and competent manner.

Both the resident and the landlord have submitted information to the Ombudsman, and this has been carefully considered. Their accounts of what has happened are summarised below. This report is not an exhaustive description of all the events that have occurred in relation to this case, but an outline of the key issues as a background to the investigation’s findings.

The complaint

1. The complaint is about:
   1. The condition of the property at the beginning of the tenancy.
   2. The landlord’s handling of the complaint.

Determination (decision)

2. In accordance with paragraph 53(c) of the Housing Ombudsman Scheme, the landlord has made an offer of redress, following the Ombudsman’s intervention which, In the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved.

3. On or around the 8 July 2021, the resident viewed the property. As part of the visit, a number of issues were identified and reported as needing attention. The resident has confirmed that all the repairs have been completed.
4. The resident was frustrated that the landlord appeared to accuse her of cutting the lock off the electricity. In the landlord’s stage 2 response, it explains that it is not accusing the resident and that the matter is unexplained. The resident accepts this is a fair response.
5. The resident was unable to move into her home due to the repair issues identified. the landlord credited the rent account for the period 19 July 2021 to 15 August 2021 to reflect this delay.
6. In its complaint response dated 9 November 2021, the landlord:

1. Apologised for the customer experience the resident had received and confirmed it had made changes to the way complaints could now be reported.
2. Agreed to redecorate the entire property as a gesture of goodwill and reimburse the value of the decorating vouchers.
3. Said it would bring forward the replacement date for a new kitchen.
4. Apologised for any distress caused.

7. In the resident’s complaint to this service, the resident explained that the landlord had completed all the repairs and that the kitchen had since been replaced. The resident advised that the only issue outstanding was the reimbursement of the decorating vouchers, and a personal apology for the distress caused.
8. This service contacted the landlord on 18 September 2023. It advised that the outcome the resident was looking for was:
   1. Reimbursement of the decorating vouchers to the sum of £150.
   2. An apology accompanied with flowers or chocolates in acknowledgment of the distress caused and not being able to move in and enjoy the home from sign up.
9. In reply, the landlord
10. Paragraph 53(c) of the Housing Ombudsman Scheme states that:

“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”

11. I am therefore satisfied, following the intervention of this service, that the landlord has now taken actions to remedy the matters raised which will resolve the complaint satisfactorily.

Recommendations

12. The landlord should, within 28 days of the date of this determination:
    1. Pay the resident £150 for the value of reimbursing the decorating vouchers and provide evidence of payment to this service.
    2. Provide the resident with a personal apology in the form of flowers and /or chocolates.