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Salix Homes Limited (202008367)

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REPORT

 

COMPLAINT 202008367

Salix Homes Limited

23 December 2020

 


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 concerns the landlord’s handling of repairs at the resident’s 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 which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

  1. The resident is an assured tenant.
  1. The resident raised a formal complaint in relation to some outstanding works to flooring in the bathroom and the toilet at their property; a live plug socket left after  removal of storage heaters; holes in a wall from new pipework; scuff marks on walls from asbestos works in the toilet; and, damage to the resident’s hallway carpet.
  2. In its stage 2 response, the landlord upheld part of the complaint related to the repairs. It apologised for its complaint handling which was delayed due to Covid-19 pandemic. It has further arranged some remedial works.
  3. The landlord arranged to inspect the carpet via an online video meeting and concluded that it was not damaged by repair works. The resident brought their complaint to this Service. Following a telephone conversation with the resident on 08 December 2020, the resident explained that they believed the landlord should replace the carpet at the resident’s hallway.
  4. On 15 December 2020, the landlord agreed to participate in this Service’s mediation process. The landlord made a counteroffer by providing two options for the resident.

A)    The landlord to cover 50% of the cost of purchasing a new carpet, the resident would be responsible for arranging and paying for installation.

B)    The landlord to replace the carpet with the same vinyl floor finish as in the resident’s bathroom and toilet free of charge. The work to include the removal of the carpet gripper baton.

  1. During a phone call on 22 December 2020, the resident confirmed they were happy to accept the landlord’s offer to install vinyl flooring.
  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. The landlord should arrange for the replacement of the carpet with the vinyl floor finish by 01 February 2021 and provide confirmation to this Service.
  2. Given the ongoing changing situation in relation to the Covid19 pandemic, if the landlord is unable to carry out this work within this timescale it should write to the resident to notify them, and then contact them to rearrange this upon the relaxation of any restrictions which may prevent this.
  3. The Ombudsman would like to thank the parties for participating in our mediation process. This case is now closed.