Paragon Asra Housing Limited (202107245)

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REPORT

COMPLAINT 202107245

Paragon Asra Housing Limited

11 October 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 the replacement of the washing machine in the property.

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 following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

  1. The resident raised a formal complaint to the landlord concerning:
    1. Its service delivery from the time it offered the property and staff members’ conduct during the viewing.
    2. The condition of the property when it was let. Including the cleanliness and outstanding repairs.
    3. The quality of the white goods and carpet in the property.
  2. The landlord provided its final response to the complaint on 1 March 2021.It accepted that its communication with the resident during the letting process was not up to its standard. Regarding the condition of the property, it explained its records showed that the void works were completed but said its records did not provide the level of detail the resident gave concerning the cleanliness of the property and the condition of the carpet. It agreed to reimburse the resident £758.85 they paid for the carpet to be replaced. It confirmed that the boiler had been replaced and offered £70 compensation for the delay in the completion of this work. It agreed to replace the fridge freezer and said that its contractor would attend and repair the washing machine. It offered the resident a further £150, in recognition of their time and trouble pursing the issues.
  3. The resident referred the complaint to this Service. They reported that they were seeking compensation from the landlord and a rent rebate, as the landlord had not provided the service expected in accordance with the tenancy agreement.  As it was not clear that the complaint had finalised the complaints procedure, we contacted the landlord and asked that it get in touch with the resident.
  4. It wrote to the resident on 9 July 2021 and confirmed that it had already issued its final response and paid the compensation offered. It said that a replacement fridge freezer and washing machine was ordered however, the order was cancelled, and apologised for this. It confirmed that it had reraised the order and would notify the resident when the appliances would be delivered.
  5. The resident referred their complaint to this Service again, as they remained unhappy that the landlord had not offered compensation for thier laundry costs. They explained that as a result of the faulty washing machine, they had to attend a laundrette. The resident said that to resolve their complaint, they wanted the landlord to offer them £600 as reimbursement for their laundry costs.
  6. We informed the landlord of the outcome the resident was seeking, and it agreed to compensate the resident if they provided receipts. We informed the resident, who explained they did not have receipts. We informed the landlord of this and suggested that in the absence of the receipts it consider making an offer of compensation in recognition of the costs the resident incurred from having to attend the launderette. On 30 September 2021, the landlord confirmed it would offer the £600 requested.
  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, by paying the £600 compensation to the resident, has taken actions to remedy the matters raised which resolve the complaint satisfactorily.

Recommendation

  1. That the landlord pay the resident the £600 offered, within three weeks of the date of this report. Once the payment has been made, the landlord is to confirm to this Service.