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Notting Hill Genesis (201913098)

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REPORT

COMPLAINT 201913098

Notting Hill Genesis

4 December 2020


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 response to the Resident’s reports of antisocial behaviour (ASB).

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. On 8 April 2020 the landlord issued its final complaint response to the Resident and said that:
    1. “It apologised for the delay in responding to their complaint;
    2. It had acted on their suggestion that a secure gate be installed outside their front door;
    3. It accepted that it had not always responded to their ASB reports in accordance with its ASB policy;
    4. It offered compensation of £50.”
  2. On 19 June 2020, having brought their complaint to this Service, the Resident agreed to engage in our mediation process and said that, as an outcome from the complaint, they wanted the landlord to upgrade or,  replace the main gate to their block, so that it locked, in order to improve security.
  3. The landlord also agreed to engage in our mediation process and said that it already had plans in place to replace the gate at the block but that due to restrictions in place as a result of the ongoing Covid-19 pandemic, it was not sure when it would be able to complete works.
  4. This Service discussed the landlord’s response with the Resident, and they responded and said that they would only consider their complaint resolved once the works to replace the gate had been completed.
  5. The landlord subsequently advised that the gate had been ordered for installation and the works were completed during the week commencing 2 November 2020. The Ombudsman contacted the Resident to enquire whether the complaint had been resolved to their satisfaction, and they confirmed in their email of 23 November 2020, that it had.
  6. 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’.”
  7. For the reasons detailed above, I am satisfied, following the intervention of this Service, that the landlord has completed actions which resolve the complaint satisfactorily.