Hammersmith and Fulham Council (202108851)

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REPORT

COMPLAINT 202108851

Hammersmith and Fulham Council

9 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 length of time taken to carry out repairs.

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. On 9 April 2020, the landlord issued its final response in respect of the above complaint. It agreed to pay compensation of £200 to the resident and a further £50 to the resident’s representative.
  2. On 27 January 2021, the resident’s representative provided her details and the residents bank account details so the payments could be made. The representative followed this up by email on 10 February and also on 23 June 2021.
  3. On 12 July, the representative contacted this service as the compensation payments had not been received. The resident said that in order to resolve the complaint they would like the compensation that had previously been offered to be paid.
  4. On 3 September, this service contacted both parties to discuss mediation. The representative agreed to engage in this process.
  5. On 9 September the landlord contacted this service to say the request for the compensation payment had been sent for processing.
  6. 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’.”
  7. 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.

Recommendations

  1. The landlord has confirmed that the compensation payment has been submitted for processing. The landlord should provide confirmation to this service once the payments have been made to both the resident and their representative.