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Lambeth Council (202112954)

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REPORT

COMPLAINT 202112954

Lambeth Council

23 November 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

The complaint concerns the landlord’s handling of the resident’s reports about the loss of power supply to their home they state was caused by its contractor’s damaging a mains fuse while undertaking fire door installation work.

Determination (decision) 

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

The landlord issued its final response to the complaint on 23 August 2021 and offered the resident a goodwill payment of £50.00 in recognition of them not receiving the expected level of customer service.

On 26 October 2021, the resident advised this Service that they were not satisfied with the landlord’s offer of a goodwill payment of £50.00 and stated that they would like the landlord to pay them £380.00 compensation for:

  • The five days they were without heating and hot water following the power outage.
  • The cost of takeaway food they had to buy over this period because they did not have cooking facilities.
  • Having to take two days unpaid leave.
  • For the stress and inconvenience, they experienced over the period.

On 11 November 2021, the Ombudsman contacted the landlord about the possibility of reaching a mediated resolution to the resident’s complaint and explained the resolution they were seeking.

On 22 November 2021, the landlord contacted the Ombudsman and agreed to the proposal that the complaint should be resolved by it increasing its offer of compensation from £50.00 to £380.00.

On 23 November 2021, we contacted the resident to discuss the landlord’s increased offer of compensation, which they confirmed they were happy to accept as final resolution of their complaint.

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’.”

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

The landlord should arrange payment of the increased compensation to the resident within four weeks of the date of this determination and provide confirmation of payment to this Service.