The new improved webform is online now! Residents and representatives can access the form online today.

Southern Housing Group Limited (202012017)

Back to Top

REPORT

COMPLAINT 202012017

Southern Housing Group Limited

25 January 2022


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 a compensation request following 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. Paragraph 55 (c) of the Housing Ombudsman Scheme states that:

“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’.”

  1. The Resident raised a formal complaint to the Landlord, about its response to reports of damp and mould. The resident explained that she had experienced delays in the landlord attending to the works. The resident explained that her utility bills had increased because it was necessary to use a dehumidifier. The resident requested compensation to reflect the impact of the delay. 
  2. The Landlord provided its final complaint response on 8 November 2021. The landlord acknowledged that the resident had incurred additional costs and offered compensation totalling £25.
  3. The resident contacted this Service on 14 December 2021 to explain that the housing issues they had complained about were resolved, however, they were not satisfied with the amount of compensation offered by the landlord. The resident requested an increase in compensation to settle the complaint.
  4. This Service contacted the Landlord and explained the resident’s outstanding issues and outcomes being sought and asked the Landlord if it wanted to engage in our mediation Process.
  5. The Landlord responded to this Service and provided a timeline of events. The landlord acknowledges that there had been delays in its communications and informed us that it was willing to offer the below to resolve the dispute:
  • A total of £150 compensation to acknowledge the delays experienced. The landlord explained that this was to represent £125 offered as part of the mediation process in addition to the £25 already offered in its final response.
  1. This service contacted the resident on 10 January 2022 to put forward the offer received by the landlord. The resident confirmed on the same date that she was happy with the compensation offered and resolution sought.
  2. Therefore, following the intervention of this Service and in accordance with Paragraph 55(c) of the Housing Ombudsman Scheme, the landlord, by providing an offer of compensation, has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

Recommendation

 

  1. The Landlord pays the Resident £150 compensation within four weeks of the date of this determination. The landlord should provide confirmation of payment to the resident, copying this Service in.