Hyde Housing Association Limited (202101036)

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REPORT

COMPLAINT 202101036

Hyde Housing Association Limited

31 March 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:

a)     The landlord’s handling of the relocation of the resident’s gas meter boxing.

b)     The level of redress offered by the landlord.

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 is a tenant of the landlord. The resident’s complaint concerns the placement of the boxing surrounding their gas meter. They advised their gas meter had been placed in a location where it could flood and therefore it had stopped working. They explained that there had been a dispute between the landlord and energy provider as to who was responsible for the repairs required.
  2. The landlord issued a final response to the resident’s complaint on 16 February 2021. The landlord offered the resident £150 in recognition of the delay in carrying out the works, complaints handling and for the level of communication.
  3. The resident provided this service with a copy of the landlord’s final response on 29 August 2021. They advised they were dissatisfied with the level of compensation offered, advising they did not feel this recognised the delay or level of service they had received.
  4. On 25 October 2021, this service contacted the resident about the possibility of a mediated resolution to the complaint. The resident advised they believe the landlord should increase the offer of compensation to £200. They state this was due to it taking 3 years for the gas mater housing to be changed and in recognition of their concerns about the landlord’s communication.
  5. This service contacted the landlord about the resident’s proposal on 2 March 2022. The resident explained that the resolution they are seeking from their complaint is for the landlord to increase the offer of compensation to £200 in recognition of the delay and level of communication the resident has received.
  6. On 10 March 2022, the landlord contacted this service to confirm it agreed to the resident’s mediation proposal.
  7. 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 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’.”

  1. 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 contact the resident within 4 weeks of the date of this report to arrange payment of the increased offer of £200 compensation, if it has not done so already, and provide confirmation of payment to this Service.