Sovereign Network Group (202515916)

Background

1. The resident asked the landlord to install solar panels onto his property. He chased it for a response several times over approximately 7 week period. In response, the landlord explained the reasons why it was unable to install the panels and offered the resident £50 for its poor communication. The resident is dissatisfied with the level of compensation the landlord offered him.

What the complaint is about

2. The complaint is about the landlord’s communication with the resident regarding his request for solar panels.
3. We also assessed the landlord’s complaint handling.

Our decision (determination)

4. There was reasonable redress which satisfactorily resolved the complaint about the landlord’s communication with the resident regarding his request for solar panels.
5. There was reasonable redress which satisfactorily resolved the landlord’s complaint handling.

Reasons

The landlord’s communication with the resident regarding his request for solar panels

6. We expect landlords to respond to resident enquiries within a reasonable timeframe and honour their response timescale commitments that they offer their residents.
7. The resident chased the landlord several times for a response to his request for solar panels over approximately 7 week period. He explained to the landlord that although it told him that it would respond to him within 2-4 days each time he chased it, it never did. The landlord’s lack of response during this period caused the resident time, trouble and inconvenience.
8. The landlord acknowledged and apologised for the failings and offered the resident £50 compensation. Taking into consideration, the nature of the request, the length of the delayed response and the circumstances, the level of compensation was reasonable and proportionate. We are satisfied that it is in line with our compensation guidance.
9. It is not within our remit to say whether the landlord should have installed the solar panels. However, we are satisfied that it provided a reasonable and proportionate response to the resident as to the reasons why it was unable to do so.

The landlord’s complaint handling

10. The landlord’s complaint policy says that it will respond to stage 1 complaints within 10 working days. However, it responded to the resident’s complaint within approximately 22 working days. This meant that its response was delayed by approximately 12 working days.
11. The resident raised concerns to the landlord about the delay within his escalation request. In recognition of its delayed response, the landlord offered him £20 compensation. This was reasonable and proportionate and in line with our compensation guidance.

Recommendations

Our recommendations are not binding, and a landlord may decide not to follow them.