One Vision Housing Limited (202320175)

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REPORT

COMPLAINT 202320175

One Vision Housing Limited

27 August 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

The complaint is about:

  1. The resident’s reports of damage caused to their block paving.

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. The complaint referred to this Service was about the damage caused to the resident’s block paving following works carried out by the landlord, to the roof.
  2. The landlord issued a final response on 14 November 2023. In their response they explained that, initially, the block paving was deep cleaned and jet washed in July 2023, but the resident was not satisfied with the works.
  3. As the resident remained dissatisfied, as a gesture of goodwill, the landlord replaced 70 paving stones in August 2023. The resident contacted the landlord to advise that further works were required but it was confirmed that all areas that had been damaged, had been addressed.
  4. They advised that they were unable to uphold the resident’s complaint as they had replaced all the stones that had been damaged. As a resolution to the complaint, they offered £50 compensation for the upset that this had caused the resident. They explained that this could be used to cover the cost of any further paving stones that the resident may wish to get replaced.
  5. The resident referred their case to this Service, as they remained dissatisfied with the landlord’s final response to the complaint. The case was transferred to the Triage and Mediation Team, and allocated to a Dispute Examiner on 22 July 2024.
  6. The resident confirmed that they would like to engage in the mediation process in an attempt to resolve their complaint. They advised that in order to resolve the complaint, they wanted the landlord replace the remaining paving stones in order to return the paving to its original condition.
  7. The mediation proposal was sent to the landlord on 19 August 2024, and they responded the same day. They advised that they would be willing to visit again to see if any stones needed to be replaced however they would not be able to change stones that had already been dealt with. They also explained that they would be willing to jet wash all the stones so the colour discrepancy was not as obvious.
  8. This Service contacted the resident on 22 August 2024 following receipt of the landlord’s correspondence. They were asked how they would like to proceed.
  9. The resident responded, and explained that they would be happy for the landlord to jet wash all the stones in order to resolve the complaint. The landlord was advised that the resident was happy to accept their proposal of the jet washing, and were advised that works would need to be completed within three weeks from 22 August 2024.
  10. Paragraph 53 (c) of the Housing Ombudsman Scheme states that, “The member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily”.
  11. I am therefore satisfied that, following confirmation from the resident and landlord that steps have been taken to remedy the matters raised by the resident via the mediation process which resolves the complaint satisfactorily.

Recommendation

  1. The landlord should complete a jet wash of all the stones within three weeks from 22 August 2024, and should advise this Service when works have been completed

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