Paradigm Housing Group Limited (202001376)

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REPORT

COMPLAINT 202001376

Paradigm Housing Group Limited

25 February 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 response to their request for the reimbursement of the cost of replacement shower doors.

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 is a shared owner of the property. They complained to the landlord about its response to a leak in the shower room and the associated smell. The resident explained that to resolve the issue of the smell, they refurbished the shower room at their own expense and wanted the landlord to cover the cost of the shower doors.
  2. The landlord issued its final response to the resident’s complaint on 10 August 2020. It stated that it considered the repair was the resident’s responsibility and did not uphold the complaint. It added that it would not contribute toward the costs of the shower doors.
  3. The resident referred their complaint to this Service, as they were not happy with the outcome of their complaint. On 7 December 2020, we contacted the resident to discuss their complaint and the ways we could assist with resolution. The resident agreed to take part in our mediation process, and said that as a resolution to their complaint, they wanted the landlord to reimburse them £330, which was the cost of the shower doors.
  4. We contacted the landlord the same day, with the information about the residents sought outcomes. It responded on 14 December 2020 and offered the resident the £330 they were seeking, as a gesture of goodwill. The landlord stated that its offer of goodwill was on the terms that it did not accept liability for the repairs undertaken and found no service failure in how it dealt with the complaint matter.
  5. This Service called the resident on 23 February 2021, to discuss the landlord’s offer and the terms the offer was being made. The resident confirmed that they accepted the landlord’s offer as a resolution to their complaint.
  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. 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. That the landlord pays the resident the £330 goodwill, within three weeks of the date of this report. The landlord should confirm to this Service, once the payment has been made to the resident.