Wandle Housing Association Limited (202101868)

REPORT

COMPLAINT 202101868

Wandle Housing Association Limited

29 July 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 landlord’s handling of repairs to the resident’s kitchen following a leak.

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. Following repairs carried out after a leak in the kitchen of the resident’s property, in December 2020, the resident raised a formal complaint. The resident explained that the landlord had replaced some of the units in the kitchen, however, these were a different colour to the original units. The resident also raised concerns about their damaged flooring.
5. In its final, response of 18 December 2020, landlord stated that it was unable to match the units replaced with the existing ones as they were no longer stocked. It advised the resident that it may wish to make a claim to its insurers for damage to their flooring. The landlord found no service failure but as a recognition of the inconvenience caused to the resident it offered £150.00 compensation.
6. The resident brought the complaint to this service on 22 April 2021. They explained that the compensation offered by the landlord in its final response had not been paid and despite their attempts to contact the landlord since December, they had not received a response. The resident believed that the landlord should have provided kitchen units which matched those already in place. 
7. The resident agreed to participate in the mediation process. As a resolution to their complaint, the resident was seeking:
   1. For the landlord to change the cupboard doors to white so they match the rest of the kitchen.
   2. For the landlord to increase its offer of compensation.
8. This service forwarded the mediation request to the landlord on 10 June 2021. Following correspondence between the landlord and the resident, on 05 July 2021, the landlord informed this service that the resident had agreed with it to the following resolution:
   1. For the landlord to install 11 white cupboard doors to match the white colour in the rest of the kitchen in place of its earlier compensation offer
9. On 23 July 2021, in an email to this service the resident confirmed they were satisfied with the landlord’s offer.
10. 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’.”
11. 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

12. It is recommended that the landlord issues a letter to the resident within the next four weeks which sets out that it will install 11 door fronts to match the white in the rest of the kitchen and provide a timeframe in which this will be carried out, copying this Service in.