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Orbit Group Limited (202004242)

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REPORT

 

COMPLAINT 202004242

Orbit Group Limited

29 January 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 remedial works to the bathroom.

Determination (decision)

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

How the complaint was resolved

  1. The resident submitted a complaint to the landlord about its handling of repairs at the property. The resident had experienced leaks, but was unhappy with the landlord’s remedial work and its response to their request for compensation.
  2. The landlord issued its final response to the resident’s complaint on 21 August 2020. It confirmed that a bathroom replacement had been recommended but, was later refused by its Major Works Team as repairs were considered feasible. It offered the resident £300 for its communication and the delays in addressing the repairs to the bathroom.
  3. The complaint was referred to this Service for consideration by the resident’s local MP, on 18 September 2020. When this Service contacted the resident, they advised that since the complaint, the landlord agreed to complete the bathroom replacement.
  4. However, as they remained unhappy overall, the resident agreed to take part in our mediation process. They said that to resolve the complaint, they would like the landlord to:
    1. Increase the compensation offered to £800.
    2. Communicate with them verbally rather than by email, about the bathroom replacement works.
    3. Install tiling and a radiator in the bathroom.
    4. Confirm that if it is not able to reinstate the existing shower screen after completing the bathroom replacement, it would replace it like for like.
  5. This Service contacted the landlord and it confirmed that in addition to the bathroom replacement, it would increase the compensation offer to £500, to resolve the complaint.
  6. We contacted the resident to discuss the landlord’s proposal and they confirmed its proposal was sufficient as a resolution to their complaint. The resident then confirmed on 16 December 2020, that the landlord completed the bathroom replacement and paid the £500 compensation as agreed, and they therefore, considered the complaint resolved.
  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. 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.