Metropolitan Thames Valley Housing (202113818)

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REPORT

COMPLAINT 202113818

Metropolitan Housing Trust Limited

7 April 2022


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 concerns the landlord’s handling of a compensation request following repairs to the boiler.

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. Paragraph 55 (c) of the Housing Ombudsman Scheme states that:

“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’.”

  1. The Resident raised a formal complaint to the Landlord, about its response to repairs to the boiler. The resident explained that she had experienced delays in the landlord attending to the works. The resident explained that his utility bills had increased and requested compensation to reflect the impact of the delay. 
  2. The Landlord provided its final complaint response on 28 January 2022. The landlord acknowledged the delays and offered £50 compensation in view of this. The landlord also noted that the resident had incurred additional costs and offered £0.10p additional compensation.
  3. The resident contacted this Service on 4 March 2022 to explain that the housing issues they had complained about were resolved, however, they were not satisfied with the amount of compensation offered by the landlord. The resident requested an increase in compensation to settle the complaint.
  4. This Service contacted the Landlord and explained the resident’s outstanding issues and outcomes being sought and asked the Landlord if it wanted to engage in our mediation Process.
  5. The Landlord responded to this Service and provided a timeline of events. The landlord acknowledges that there had been delays in its communications and informed us that it was willing to offer the below to resolve the dispute:
  • A total of £150 compensation to acknowledge the delays experienced. The landlord explained that this was to represent £100 offered as part of the mediation process in addition to the £50 already offered in its final response.
  1. This service contacted the resident on 1 April 2022 to put forward the offer received by the landlord. The resident confirmed on the same date that she was happy with the compensation offered and resolution sought.
  2. Therefore, following the intervention of this Service and in accordance with Paragraph 55(c) of the Housing Ombudsman Scheme, the landlord, by providing an offer of compensation, has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

Recommendation

 

  1. The Landlord pays the Resident £150 compensation within four weeks of the date of this determination. The landlord should provide confirmation of payment to the resident, copying this Service in.