Hammersmith and Fulham Council (202118548)

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REPORT

COMPLAINT 202118548

Hammersmith and Fulham Council

6 April 2022


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 landlord’s handling of a leak and subsequent offer of compensation.

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. The resident submitted a complaint to their landlord about an unresolved leak.
  2. On 9 February 2022, the landlord issued its final response to the resident’s complaint. It acknowledged the delays and inconvenience caused and offered the resident compensation of £200 in total.
  3. The resident contacted this service on 3 March, as he had not received the compensation offered within the landlord’s final response letter.
  4. We contacted the resident on 28 March to confirm the resolution he was seeking. He confirmed he wanted the landlord to pay the compensation previously offered.
  5. On 29 March, our service contacted the landlord to let it know that in resolution of the complaint the resident was looking for the outstanding compensation offer to be paid as soon as possible
  6. On 30 March, the landlord agreed to make the payment and agreed to increase its offer by an additional £25. This service asked the resident to let us know once the payment had been received.
  7. On 1 April, the resident confirmed to this service he had received a total of £225 compensation in resolution of his complaint.
  8. 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’.”
  9. As the resident has confirmed to this service that the compensation payment has now been received, I am satisfied that following the intervention of this service, the landlord has now taken action to resolve the complaint satisfactorily.