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Thirteen Housing Group Limited (202105488)

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REPORT

COMPLAINT 202105488

Thirteen Housing Group Limited

28 October 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 concerns the landlord’s handling of repairs following a leak.

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 repairs to the flooring following a leak.
  2. The Landlord provided its final complaint response on 1 June 2021. The landlord stated that the resident reported a leaking radiator. The landlord explained that the works were not considered to be urgent because the leak stopped when the boiler was turned off. The landlord stated that it considered it had provided the correct advice to isolate the leak and as such, did not consider it was liable for any damage. 
  3. The Resident asked this service to investigate the complaint during a call on 22 September 2021. The resident said that she was seeking the installation of new flooring. 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.
  4. The Landlord responded to this Service and informed us that it was willing to offer the below to resolve the dispute:

Works to be completed to replace the damaged flooring – the landlord confirmed it will provide laminate flooring as a like for like replacement of existing flooring

 

  1. 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 works, 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 to contact the resident within four weeks of the date of this determination, to provide information about when the flooring will be installed, copying this Service in.