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Sanctuary Housing Association (202006829)

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REPORT

COMPLAINT 202006829

Sanctuary Housing Association

22 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 complaint is about the landlord’s response to the resident’s reports of reoccurring leaks at their 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 tenancy agreement began on 06 October 2017.
  2. Shortly after moving into their property, the resident reported an issue with a leak coming from their roof, and on 04 December 2017, the resident raised a formal complaint about the leaking roof, the condition of a radiator and the hot / cold taps switched wrong way around.
  3. The landlord closed the complaint at stage one in May 2018 and awarded compensation of £200.00.
  4. Further issues with the roof were later reported and the landlord opened a new complaint in June 2019.
  5. In its final response of 22 October 2020 and in a follow up of 15 December 2020, the landlord explained that the roof and the associate works were completed in November 2020, an inspection was made in December 2020 to confirm the issues were successfully resolved. The LL awarded  compensation of £3929.00 for the period 11 February 2019 to 14 November 2020.It did not award compensation for the period 18 March to 1 August 2020 explaining that it was unable to inspect or carry out repairs at the property due to Covid19 restrictions.
  6. The resident brought the complaint to this Service on 17 December 2020.
  7. Following a telephone conversation with the resident on 11 January 2021, they agreed to participate in the mediation process and explained that they were seeking the following resolution:
  • The landlord to increase the level of compensation to include the periods from October 2017 to May 2018 and the initial Covid-19 lockdown period.
  • The landlord to replace the roof.
  1. We forwarded the mediation offer to the landlord and the landlord agreed to:
  • Reoffer the compensation of £4129.00, which was the total amount awarded in its previous responses of May 2018 and December 2020.
  • The landlord explained that the roof repair had been resolved under its complaint process to a satisfactory outcome and would not consider replacing the roof, at this stage. However, in the event of another leak the landlord will open a new complaint and consider the new circumstances.  
  1.  In a telephone conversation with the resident of 09 February 2021, they agreed with the landlord’s proposal about how to handle any further roof leaks. However, they were not satisfied with the level of compensation and asked for an increase.
  2. Following further correspondence with the landlord, it agreed to increase the compensation to a total of £5929.00 for the stress and inconvenience caused to the resident.
  3.  Both parties confirmed on 12 February 2021 their agreement with the above terms.
  4.  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’.”
  5. 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 has already paid £3929 to the Resident. It should arrange for the payment of £2000.00 compensation to be made to the resident within the next four weeks and provide confirmation of payment to this Service.
  2. In case of further reports about a roof leak, the landlord to give consideration of the new circumstances under its formal complaints process. 
  1. The Ombudsman would like to thank the parties for participating in our mediation process. This case is now closed.