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Sanctuary Housing Association (202104708)

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REPORT

COMPLAINT 202104708

Sanctuary Housing Association

24 August 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:
    1. The landlord’s handling of repairs to the resident’s kitchen and bathroom.
    2. The level of compensation offered in response to the resident’s reports of damp and mould.

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.
  2. In November 2020, the resident raised concerns about the condition of the kitchen and the bathroom at their property. They also reported mould and damp at their property and damages to their belongings. On 01 March 2021, the resident raised a formal complaint.
  3. The landlord dealt with the complaint under its reference – 8000459349.
  4. In its final response of 19 May 2021, the landlord explained that following an inspection in February 2021, it had identified a leaking extractor fan in the kitchen of the resident’s property, and that the bathroom fan needed replacement. The landlord had arranged for remedial works in the kitchen, however, replacement of cupboard doors had been delayed. The extractor fan in the bathroom was replaced on 01 May 2021.
  5. The landlord also explained that the damp and mould issues were related to condensation and lack of ventilation. The landlord stated that the damp in the bathroom was a result of the resident drying their laundry inside. There was no damp and mould witnessed in the living room and the bedroom.
  6. The landlord acknowledged that there were outstanding repairs required and that some of them had been delayed. The landlord paid £75.00 compensation for the delays in replacing kitchen cupboards and for failing to respond at stage one of its complaint process.
  7. Following the landlord’s final response, the resident contacted this Service explaining that they were dissatisfied with the level of compensation offered. The resident stated that some of the repairs in the kitchen were still outstanding.
  8. The resident agreed to participate in the mediation process and explained that as resolution to their complaint, they would like:
    1. For the landlord to complete repairs to the cupboards in the kitchen and remove the panels which it had left in the living room during previous works.
    2. For the landlord to increase the compensation for stress and inconvenience, and damages to personal belongings.
  9. Following further correspondence between this Service, the landlord and the resident, on 13 July 2021 the landlord stated that following its final response from May 2021, it had opened a new complaint to consider the kitchen and panel works. The landlord acknowledged that it had identified that the matter had continued beyond the end of its complaints process and a new complaint would add value to the resident as the landlord would consider the additional delays and its action in full. The new complaint was under its reference 8000485360 and a stage one response was issued on 19 July 2021.
  10. The resident confirmed with this Service that it had agreed with the landlord’s proposal for the kitchen and panel removal works to be considered as a separate complaint.
  11. Therefore, this complaint now only concerns the landlord’s handling of the resident’s reports of damp and mould.
  12. On 29 July 2021, in a telephone conversation with this Service, the resident explained that they were seeking £375 compensation as resolution to this complaint.
  13. This Service forwarded the revised mediation request to the landlord. On 11 August 2021, the landlord confirmed it would increase its offer of compensation to £375.
  14. 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’.”
  15. 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 payment of the remaining £300.00 compensation within the next four weeks, and provide confirmation of payment to this Service.
  2. If the resident remains dissatisfied with the landlord’s handling of the kitchen works, the landlord should progress the new complaint reference 8000485360 under its complaint process. If the matter remains unresolved, the resident may open a new complaint with this Service.