Sanctuary Housing Association (202013441)

REPORT

COMPLAINT 202013441

Sanctuary Housing Association

18 June 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 handling of leak reports following a repair to the radiator at 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. The resident is an assured tenant.
4. On 04 November 2020, the landlord attended the resident’s property with the view to replace a radiator as the previous one was insufficient for the resident’s needs.
5. The resident expressed some concerns about the operative’s not wearing shoe coverings. The situation escalated and the operatives decided to leave the property with partially completing the works.
6. The resident contacted the landlord the next day to report the radiator was leaking and the landlord completed the installation works on 07 November 2020 in the presence of the resident’s support worker.
7. The resident raised a formal complaint on 11 January 2021, stating that the leak from the radiator had damaged their flooring.
8. The landlord responded on 20 January 2021. It stated that the flooring needed to be inspected as the damage to it could not be determined only from photographs. The landlord stated that an option suggested for the flooring to be inspected by the resident’s support worker was rejected by the resident. The landlord explained that due to the Covid-19 pandemic restriction it could not sent a surveyor at this stage but committed to further investigate when it resumed its normal services. The landlord awarded £50.00 compensation for the failure of the operatives to wear shoe coverings.
9. The resident brought formally the complaint to the Housing Ombudsman on 04 May 2021 stating that the flooring had not been inspected. The resident agreed to participate in the mediation process and explained that the resolution they were seeking is an increase of the compensation to £400.00.
10. This Service forwarded the request to the landlord on 09 May 2021. On 27 May 2021, the landlord responded explaining that it had inspected the property on 18 May 2021 and during the inspection identified no marks or sign of leak damage. The landlord informed this Service that the resident had vacated the property and was rehoused by another provider. However, the landlord was willing to increase the offer to £75.00.
11. In a telephone conversation with the resident of 16 June 2021, the resident agreed to accept the offer of £75.00 as a resolution for their complaint.
12. 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’.”
13. 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

14. The landlord should arrange for the payment of £75.00 compensation to be made to the resident within the next four weeks and provide confirmation of payment to this Service.
15. Since making their complaint, the resident has moved to another property and is no longer a tenant of the landlord. The resident has asked that the landlord contact them by email to arrange payment.

16. The Ombudsman would like to thank the parties for participating in our mediation process. This case is now closed.