Franklands Village Housing Association Limited
6 July 2022
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 is about the landlord’s decision to remove the resident’s porch enclosure and replace it with a canopy.
- In accordance with paragraph 55 (b) of the Housing Ombudsman Scheme, the landlord has made an offer of redress which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.
How the complaint was resolved
- The resident advises that they made their above formal complaint to the landlord in February 2022.
- The landlord issued its final response to the complaint in March 2022 in which it stated that it could not uphold the resident’s complaint for the structure to remain and referred the resident to the Ombudsman should they remain dissatisfied.
- The resident brought their complaint to the Ombudsman on 30 March 2022. They explained that they thought the landlord’s decision was unfair given their circumstances and stated that the outstanding issues are:
- That the landlord should not remove the porch enclosure; or
- That the landlord should grant permission for the resident to build a porch enclosure should it remove the porch and install a canopy; and
- That the landlord should jet wash and repoint the steps to the resident’s front door and install handrails on both sides.
- This Service formally accepted the resident’s complaint on 13 June 2022 and contacted the landlord to request information so that we could prepare the case for investigation.
- On 20 June 2022, the landlord contacted this Service. It explained that, in response to our enquiry, it had reviewed it decision and that the porch shall remain in situ. The landlord further stated that the resident’s steps shall be jet washed and repointed, that handrails will be installed on both side of the steps and that scaffolding that has been erected shall be dismantled and taken away.
- On 6 July 2022, the resident advised this Service that the landlord’s proposal would resolve their complaint.
- 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 offered redress to the complainant prior to investigation which, in the Ombudsman’s opinion, resolves the complaint satisfactorily. This will result in a finding of ‘reasonable redress’”
- The landlord has reviewed its decision to remove the resident’s porch enclosure and replace it with a canopy and confirmed that the existing porch shall remain in place. The landlord also states that the resident’s steps shall be jet washed and repointed, that handrails will be installed on both side of the steps and that scaffolding that has been erected shall be dismantled and taken away.
- The resident has advised this Service that receiving these would resolve the complaint to their satisfaction. The above finding of reasonable redress, therefore, is dependent on the landlord completing the works and action described in paragraphs 7 and 10 above.
- I am therefore satisfied that the landlord is taking action to remedy the matters raised which resolve the complaint satisfactorily.
- That the landlord should within 4 weeks of the date of this determination send written confirmation to the resident that it has reviewed its decision to remove their porch enclosure and replace it with a canopy and confirm that the existing porch can remain in place. The landlord should provide this Service a copy.
- That the landlord should within 4 weeks of the date of this determination send the resident a schedule detailing the works described in paragraphs 7 and 10 above and the timeframe within which these shall be completed. The landlord should provide this Service a copy.