The new improved webform is online now! Residents and representatives can access the form online today.

Paragon Asra Housing Limited (202009703)

Back to Top

REPORT

COMPLAINT 202009703

Paragon Asra Housing Limited

21 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 condition of the property when the resident moved in.

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 an assured tenant of the landlord and the tenancy started in November 2020.
  2. On 17 November 2020, through the services of their MP, the resident raised concerns with the landlord about the condition of their property.
  3. The resident raised a formal complaint with the landlord at the start of December 2020 and contacted the Housing Ombudsman for assistance on 02 December 2020. The resident reported the following issues:
  • The condition of the windows and doors
  • The wet room not being fit for family needs and also leaking
  • Damp patches from leaks
  • Position of a radiator in the bathroom not suitable
  • Condition of an internal door frame
  1. The resident was seeking the following to be completed by the landlord: 
  1. The landlord issued its final response on 09 February 2021. Regarding the outstanding repairs, it stated:
  • In relation to the renewal of doors and windows to UPVC, the property was on the programme for 2021-2022 to have these renewed. The landlord explained that the programme started from April 2021 and run until March 2022. The resident would receive a letter from the maintenance team neared the time with a commencement start date. The landlord offered to temporarily repair the French doors and the windows but the resident declined the offer as they wanted them replaced.
  • The landlord agreed to replace the wet room with a bath with a shower over it, and renew the basin and toilet.
  • The landlord explained that it had ordered the leaks from the roof and wet room to be repaired and to make good the damage caused by the leaks to the property internally. This would include painting to the ceiling and walls of the living room, kitchen and both bedrooms. The works had been appointed for the beginning of March 2021.
  • The landlord confirmed that arrangements to reposition the radiators were made with the gas contractors.
  1. The landlord also awarded compensation of £50.00 in recognition of the time and trouble the resident spent pursuing the matter.
  2. On 17 March 2021, the resident’s MP referred their complaint to the Housing Ombudsman.
  3. On 12 April 2021, in a telephone conversation, the resident explained to this service that they were satisfied with the works completed by the landlord in relation to the bathroom and the leaks. The resident stated that the outstanding issues were related to the replacement of all windows, front and back doors and the level of compensation.
  4. The resident agreed to participate in the mediation process and as an outcome of their complaint explained that they were seeking:
  • The landlord to provide a timeframe for replacement of windows and doors which they considered reasonable
  • The landlord to increase the level of compensation to £600.00 for the stress and inconvenience.
  1. This service forwarded this proposed resolution to the landlord on 12 April 2021.
  2. Following further correspondence with the landlord of 14 April 2021, 19 April 2021 and 20 April 2021, the landlord agreed to increase the compensation to £100.00 and to replace the windows and doors between September and December 2021.
  3. This Service forwarded the landlord’s offer to the resident on 06 May 2021. The resident requested that the landlord complete the windows and door replacement within the warm months and ideally by the end of August 2021. The resident also requested a further increase of the offer of compensation to £400.00.
  4. The landlord responded on 11 May 2021 in relation to the works and on 20 May 2021 about the compensation. The landlord agreed to:

A)    Make the resident’s property a priority and aim to complete the works by the end of August 2021. However, the landlord explained that there was a process time of 12 weeks to survey and manufacture and explicitly did not commit to a definite deadline.

B)    Increase the compensation offer to £150.00.

  1. In a telephone conversation of 20 May 2021, the resident accepted the landlord’s proposal and confirmed that this resolved their complaint.
  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.

Recommendations

  1. The landlord to write to the resident within the next four weeks confirming their property is now a priority with a target of doors and windows to be replaced by the end of August 2021. If this target cannot be met, the landlord should notify the resident at the earliest opportunity and provide an updated completion date. The landlord should provide confirmation of completion of the works to this Service.
  2.  It should arrange for the payment of £150.00 compensation to be made to the resident within the next four weeks and provide confirmation of payment to this Service.