Metropolitan Thames Valley Housing (202118399)

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REPORT

COMPLAINT 202118399

Metropolitan Housing Trust Limited

9 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 resident’s concerns about the condition of the property when she moved in.

b)     The landlord’s response to the resident’s request for adaptations.

c)     The landlord’s handling of the resident’s reports of issues with their hot water.

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.
  2. The landlord issued a final response to the resident’s complaint on 7 October 2021. The landlord apologised for any inconvenience the resident experienced and explained it had experienced several issues with the hot water system and noted that this had impacted the resident’s bathing facilities for 15 weeks. The landlord confirmed that adaptation works would go ahead and offered the resident £225 compensation.
  3. The resident contacted this service on 10 November 2021 to advise she was dissatisfied with the landlord’s response. The resident explained that due to issues with the hot water supply, she had to travel back and forth to her parents’ house so her and her daughter could wash. The resident explained she had been given electric heaters in the interim which is costly. The resident explained that she was seeking for the landlord to reimburse her for the costs she had incurred as a result of the repair issues and for the landlord to provide a timeframe for the repairs.
  4. On 24 February 2022, this service contacted the resident about the possibility of reaching a mediated resolution for the complaint. The resident explained that the stress of the situation had affected her and her daughter’s health, and that she had found the experience to be humiliating. She advised that she is unable to regulate the temperature of her shower and explained she was looking for the landlord to offer a significant increase in compensation to reflect the distress and inconvenience she had experienced, as well as the costs she had incurred.
  5. This service contacted the landlord on 25 February 2022 with the resident’s proposal. The resident explained that the resolution they are seeking from their complaint is:
  1. For the landlord to carry out further repairs to her heating and hot water, including repairs to her electric shower so she is able to regulate the temperature.
  2. For the landlord to increase its offer of compensation. The resident advised this should account for the following:
    • Reimbursement for the cost of petrol when traveling to her parent’s house to wash.
    • Reimbursement of an increase in utility bills when the landlord’s contractors had to run her hot water when carrying out repairs.
    • Compensation for the delays in approving and installing adaptations the resident requested.
    • Compensation for delays in repairing the resident’s heating and hot water.
    • Compensation of the distress and inconvenience of the situation.
  1. On 4 March 2022, the landlord contacted this service and confirmed it was willing to enter into mediation and agreed with the resident’s proposal. The landlord confirmed it would carry out the following actions:
  1. Complete works to re-pipe affected areas and install a new bathroom, including removal of the wet room and installation of a bath.
  2. Pay a total compensation payment of £4313.74, made up of £480.83 petrol reimbursement, £1544.19 rent reimbursement (25%), £180 reimbursement of additional electric expenses, £208.72 reimbursement of additional heating/hot water expenses and £1900 for distress, inconvenience and service failure.
  1. On 7 March 2022, this service contacted the resident about the landlord’s mediation proposal. The resident explained she was satisfied with the level of compensation offered.
  2. 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’.”
  3. 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 should contact the resident within four weeks of the date of this report to:
  1. Pay the resident £4313.74 compensation.
  2. Provide information confirming the timescales and appointments for completing
    1. Repairs to pipework and the heating system
    2. The removal of a wet room and installation of a new bathroom
  1. The landlord should provide this information to the resident within four weeks of the date of this report, copying this Service in, and provide confirmation that compensation has been paid within the same period of time.