Habinteg Housing Association Limited (202002420)

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REPORT

COMPLAINT 202002420

Habinteg Housing Association Limited

2 September 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 level of compensation the resident was offered following delays installing a toilet at the 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. In April 2021, the resident raised a formal complaint concerning the length of time he had been without a toilet. Following receipt of the landlord’s stage one response, the resident requested escalation to stage two of its process on the basis that he did not feel adequate compensation had been offered.
  2. The landlord issued its final response to the complaint on 10 June 2021 in which it offered compensation of £150.
  3. The resident contacted our service explaining he was unhappy with the level of compensation offered and felt that it did not adequately reflect the distress and inconvenience caused from not having access to a working toilet.
  4. On 13 August our service contacted the resident to discuss the option of mediation. The resident confirmed he was in agreement with this service contacting the landlord and that the resolution he was seeking was an increase in compensation. The resident had said he would accept compensation of £350.
  5. On 17 August our service contacted the landlord with the residents desired outcome.
  6. The resident contacted this service on 19 August to confirm that the landlord had contacted him directly agreeing to the increase.
  7. 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’.”
  8. 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 should make the increased compensation payment of £350 within four weeks of the date of this report if it has not done so already, and provide confirmation of payment to this service.