Paragon Asra Housing Limited (202005466)

REPORT

COMPLAINT 202005466

Paragon Asra Housing Limited

06 May 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 landlord’s handling of repairs to the flooring in the lounge, kitchen and hallway of the resident’s property.

Determination (decision)

2. 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

3. In October 2020, the resident contacted this Service raising their dissatisfaction with the landlord’s handling of their reports of sinking flooring. The resident explained that the flooring had sunk in 2015 and in 2018 they raised a formal complaint due to ongoing issues with the flooring. The resident advised that other than sending a surveyor out, no furtehr action was taken.
4. The Ombudsman forwarded the complaint to the landlord and requested a response to be sent. On the same day the landlord confirmed that a response had been sent directly to the resident on 30 September 2020. In its response the landlord reassured the resident that it would arrange a further inspection and would take necessary action depending on the findings.
5. This Ombudsman assisted the resident to escalate their complaint and following further correspondence, on 05 March 2021 the landlord responded at stage 2 of its complaints process.
6. In its final response, the landlord acknowledged that its specialist inspection had identified issues with the flooring. It agreed that the flooring would not be replaced in its entirety but would be cut out, removed and replaced in the lounge, kitchen and hallway of the resident’s property. The landlord apologised for the poor service due to the resident having to pursue the matter and the distress its handling had caused them.
7. In a telephone conversation with the resident, they explained to this Service that the landlord had completed the repairs to the resident’s satisfaction by 13 March 2021. They explained that the outstanding issues are related to compensation as the landlord has not considered any in its final response.
8. The resident agreed to engage in the mediation process and stated that in order for the complaint to be resolved, they would like the landlord to offer a compensation of £600.00 for the delays in landlord’s handling of the complaint, inconvenience and out of pocket expenditure.
9. This service forwarded the request to the landlord on 23 March 2021. The landlord responded on 16 April 2021 and agreed to offer the resident £600 compensation.
10. 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’.”
11. 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

12. The landlord should arrange for the payment of £600.00 compensation to be made to the resident within the next four weeks and provide confirmation of payment to this Service.
13. The Ombudsman would like to thank the parties for participating in our mediation process. This case is now closed.