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

Torus62 Limited (202017392)

Back to Top

REPORT

COMPLAINT 202017392

Torus62 Limited

21 May 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 damp works and repairs to the kitchen at the resident’s 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 resident is an assured tenant of the landlord. The tenancy agreement started in February 2013.
  2. The resident stated that in September 2019, they raised concerns about damp and repairs to the kitchen in their property.
  3. Due to the landlord’s handling of the repairs, the resident raised a formal complaint on 05 November 2020.
  4. In its final response of 05 February 2021, the landlord admitted service failure in relation to the repairs handing and communication with the resident. It offered £700.00 compensation for the inconvenience and disruption the resident had experienced.
  5. The resident brought the complaint to this service on 02 April 2021. In a telephone conversation of 07 April 2021, they explained that the repairs were completed by February 2021. The resident however remains dissatisfied with the level of compensation offered by the landlord. They wanted this to be increased to £1462.00.
  6. The resident agreed to participate in the mediation process and on 23 April 2021, this Service forwarded the resident’s request to the landlord.
  7. On 13 May 2021, the landlord informed this Service that it agreed to offer the desired by the resident compensation of £1462.00.
  8. 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’.”
  9. 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 to arrange for the payment of £1462.00 compensation to be made to the resident within the next four weeks, and provide confirmation of payment to this Service.
  2. The Ombudsman would like to thank the parties for participating in our mediation process. This case is now closed.