Selwood Housing Society Limited (202535427)

Background

1. The resident complained to the landlord that although it was aware that she was allergic to silicone, it used it to repair her socket. She told the landlord that when she raised the issue with the operative who was carrying out the repair, he did not listen to her and was rude. It is noted that the resident is no longer a tenant of the landlord.

What the complaint is about

2. The landlord’s handling of the resident’s socket repair.
3. The landlord’s complaint handling.

Our decision (determination)

4. There was service failure in the landlord’s handling of the resident’s socket repair.
5. There was service failure in the landlord’s complaint handling.

We have made orders for the landlord to put things right.

Reasons

The landlord’s handling of the resident’s socket repair

6. Landlords should have appropriate systems and processes in place to ensure that residents’ individual circumstances are highlighted and taken into consideration before carrying out repairs in their homes.
7. In response to the resident’s complaint, the landlord:
   1. Acknowledged that although its records highlighted her vulnerabilities, its system did not alert the operative to them. It said that it had made the system robust so it would do so in the future.
   2. Amended the resident’s records as per her request.
   3. Replaced the resident’s socket within 3 days of the original repair that used silicone. It is noted that it offered to replace the socket the same day as the original repair. However, the resident at the time was unable to attend.
   4. Offered £20 in redecoration vouchers to make good the decoration around the socket following its replacement.
8. The landlord’s actions were positive and went some way to put matters right. However, its failure to reasonably identify the resident’s specific circumstances before carrying out the socket repair caused her distress and inconvenience. Therefore, it would have been reasonable for it to have offered compensation in recognition of this.
9. As such, we have ordered the landlord to pay the resident £50 compensation for the distress and inconvenience she incurred from its failing. The award is in line with our compensation guidance for the detriment caused by the landlord.

The landlord’s complaint handling

10. Our Complaint Handling Code says that landlords must address all aspects of a resident’s complaint. This ensures that residents are heard, understood and their concerns are appropriately addressed.
11. In her complaint the resident raised concerns about the operative’s conduct at the time of the socket repair. As such it would have been reasonable for the landlord to have carried out a proportionate investigation into her concerns and provided its response. That there is no evidence that it did is unreasonable. This caused the resident distress and inconvenience as her concerns went unaddressed.
12. Therefore, we have made an order for the landlord to pay the resident £25 for the distress and inconvenience caused by its failing. This is in line with our compensation guidance for such a complaint handling failing.

Putting things right

Where we find service failure, maladministration or severe maladministration we can make orders for the landlord to put things right. We have the discretion to make recommendations in all other cases within our jurisdiction.

Orders

Landlords must comply with our orders in the manner and timescales we specify. The landlord must provide documentary evidence of compliance with our orders by the due date set.