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Nottingham City Homes (202012436)

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REPORT

COMPLAINT 202012436

Nottingham City Homes

29 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 complaint is about the landlord’s decision to withhold a Responsible Tenant Award

Determination (decision)

  1. In accordance with paragraph 55 (b) of the Housing Ombudsman Scheme, the landlord has made an offer of redress to the complainant prior to investigation which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

Background

  1. The Responsible Tenant Award is an incentive offered by the landlord where it rewards residents with a £100 credit to their rent account if they meet the qualifying requirements. The requirements include keeping to appointments and maintaining their homes.

How the complaint was resolved

  1. The landlord wrote to the resident on 1 December 2020 and notified them that they had not qualified for the £100 reward for that year, as they had missed three repair appointments. The resident disputed that they had missed any appointments and appealed the landlord’s decision.
  2. The landlord provided its response to the appeal, on 13 January 2021. It said that it had reviewed the dates and times of the missed appointments and believed it followed the correct procedure each time an appointment was missed. It decided that it believed it was reasonable to withhold the reward from the resident.
  3. The complaint was referred to this Service for consideration on 10 March 2021 and we made enquiries with the landlord about the status of the complaint within its complaint procedure.
  4. The landlord responded on 16 April 2021 and explained that following our enquiry, it reviewed the case and made the decision to award the resident the £100. It confirmed that it had written to the resident to advise of this.
  5. This Service spoke with the resident’s representative on 3 June 2021, and they confirmed that the reward had been received and therefore, the complaint was resolved.
  6. Paragraph 55 (b) 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 offered redress to the complainant prior to investigation which, in the Ombudsman’s opinion, resolves the complaint satisfactorily. This will result in a finding of ‘reasonable redress
  7. 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.