The new improved webform is online now! Residents and representatives can access the form online today.

LiveWest Homes Limited (202100634)

Back to Top

REPORT

COMPLAINT 202100634

LiveWest Homes Limited

03 June 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 handling of their request to install security lighting in the garden.

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 is a shared owner of the property and raised a formal complaint to the landlord about its response to their:
    1. requests for permission to install a hosepipe and security lighting to the garden.
    2. concerns about the validity of the property warranty.
    3. requests to pave their front lawn.
  2. The landlord responded at stage one of its complaints process and upheld the resident’s complaint. The landlord offered £200 in recognition of service failures it had identified. In addition, it offered to purchase a solar panel garden light for the resident.
  3. The complaint was then taken to stage two of the complaints procedure, as the resident was unhappy with the outcome. The landlord responded and said:
    1. It acknowledged that the resident had concerns that the solar light it offered to purchase would not provide sufficient lighting due to the size of the garden.  It offered the resident an additional £75 compensation, so that they could purchase more lights.
    2. It apologised for its response to the resident’s request for the front lawn to be paved. It said it could consider the matter if certain requirements were met, and the relevant permission had been obtained from the local authority.
  4. The resident referred their complaint to this Service and said that they did not consider the compensation offered satisfactory. On 26 April 2021, we discussed the complaint with the resident. They confirmed during the call that if the landlord gave permission for them to attach security lighting in the garden or alternatively, offered additional compensation of £325, so that they could make alternative provisions for lighting to the garden, they would consider this a satisfactory resolution to their complaint. They confirmed that their complaints concerning the installation of the hosepipe and paving, were resolved.
  5. We contacted the landlord on 30 April 2021 and informed it of the resident’s desired outcome. It confirmed on 21 May 2021, that it was happy to increase the compensation to £600. The landlord noted that the installation of alternative lighting would be subject to the restrictions it previously outlined to the resident, which was that the fabric of the building could not be drilled into.
  6. The landlord also notified this Service that after we had discussed the complaint with the resident, it spoke with the resident directly and they raised further points about the following, which it agreed it would address separately:
    1. the resident said that they wanted it in writing that the drilling that was mistakenly done, had not compromised the building warranty; and
    2. the resident wanted reassurance from the landlord about whether any damage had been caused as a result of the fencing contractor drilling into the wall.
  7. 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’.”
  8. The landlord has agreed to provide the outcome the resident confirmed they sought as a resolution when we discussed the complaint. Therefore, the Ombudsman is satisfied that, following the intervention of this Service, the landlord has now taken actions to remedy the matters raised which resolve the complaint satisfactorily.

Recommendation

  1. The landlord is to request any information it needs from the resident so that it can arrange the payment of the compensation. Once the resident has provided the information, the landlord should pay the resident the £600 compensation (or remaining balance if it has already paid the £275 initially offered) within three weeks.