Lambeth Council (202335218)

Back to Top

 

REPORT

COMPLAINT 202335218

Lambeth Council

24 September 2024

 

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 repairs to a leaking roof and the subsequent damage.

Determination (decision)

  1. 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

  1. In September 2023 the resident raised a complaint with the landlord regarding its handling of repairs to a leaking roof.
  2. The landlord issued a stage 2 response on 18 October 2023, which confirmed the works had now been completed and apologised for any inconvenience, distress or upset caused. The response advised the resident they could contact the Housing Ombudsman Service if they remained dissatisfied with this outcome.
  3. The resident contacted the Housing Ombudsman Service on 10 January 2024 and requested the case be considered for investigation.
  4. On 29 July 2024, this Service contacted the resident and discussed the potential of mediation to resolve the case. The resident advised that they were dissatisfied at the lack of a compensation offer in the stage 2 response and said they felt an offer of £1,500 would reflect the distress and inconvenience they experienced throughout the issue. The resident confirmed that the landlord accepting this proposal would satisfactorily resolve the case. This Service sent the proposal to the landlord on 29 July 2024.
  5. On 9 September 2024, the landlord contacted this Service and said it was willing to accept the proposal and pay the resident £1,500 compensation to resolve the case. This Service contacted the resident who confirmed they were happy to accept this offer.
  6. This Service contacted the landlord on 10 September 2024 and requested proof of payment within 4 weeks of the date of this letter, and advised the case would now be closed as ‘resolved with intervention’.
  1. Paragraph 53 (c) of the Housing Ombudsman Scheme states that:
    1. “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”
  2. 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. The landlord shall pay the sum of £1500 compensation to the resident by 10 October 2024.