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Orbit Group Limited (202006176)

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REPORT

COMPLAINT 202006176

Orbit Group Limited

15 March 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 length of time the landlord has taken to resolve repairs.
  2. The complaint is about the landlord’s handling of the complaint.

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. The resident had ongoing issues with repairs for several years and complained to the landlord in July 2020. The landlord responded to the resident in August 2020 and offered a compensation amount of £200. The resident was not satisfied with this amount of compensation, declined the offer made and notified the landlord of such.
  2. On 14 September 2020, the landlord wrote back to the resident acknowledging their dissatisfaction with the amount of compensation offered and the landlord explained the next steps would be for the resident to approach our Service for review.
  3. In September 2020, the resident brought their complaint to our Service, outlining their dissatisfaction with the landlord’s investigation and with the amount of compensation offered. The resident wanted a greater amount of compensation to better reflect the level of distress and inconvenience caused.
  4. In assessing the complaint, our Service discussed the ways in resolving the complaint with the resident in January 2021. The resident agreed to engage in the our[AS1] mediation process and told the Service that in order to resolve the complaint, they would like the landlord to increase the amount of compensation.
  5. The Service wrote to the landlord on 3 February and outlined the outstanding issues for the resident and that they wanted the compensation amount increased to better reflect the distress and inconvenience caused.

 

  1. The landlord then issued a letter to the resident on 5 February, which it considered was its final response on the matter. In this letter, the landlord had agreed to increase the amount of compensation offered to £1350. This letter also provided the resident with Ombudsman referral rights.

 

  1. Confirmation[AS2]
  2. 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’.”
  3. 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.

Recommendation

  1. If it has not already done so, the landlord should now contact the resident in the next two weeks to arrange payment of the compensation and provide this Service of confirmation when paid.

[AS1]Subtle, but implies ownership, supports decision of with intervention

[AS2]What we’re looking for here is something that says

 

Spoke to resident on XXXXX, they confirmed that they considered the  increased offer of compensation satisfactory resolution of the complaint