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Midland Heart Limited (202013436)

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REPORT

COMPLAINT 202013436

Midland Heart Limited

12 April 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 landlord’s response to reports of a leak.

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 raised a formal complaint to the Landlord, about a leak from a neighbouring property and a subsequent claim for compensation.

 

  1. The Landlord provided its final complaint response on 3 February 2021. The landlord stated that having identified the leak, that it considered that it acted promptly and in line with its service standards. The landlord did not offer any compensation and instead informed the resident of contents insurance. The landlord confirmed that they did not see the benefit in escalating the complaint through to the formal review stage and as such, confirmed that the resident had exhausted the complaints policy.

 

  1. The Resident brought their complaint for this Service to formally consider, on 3 February 2021. During a phone call on 4 March 2021, the resident said that she was seeking compensation totalling £166 from the Landlord, for the cost of the hire of equipment to dry her carpet following the leak. This Service contacted the Landlord and explained the resident’s outstanding issues and outcomes being sought and asked the Landlord if it wanted to engage in our mediation Process.

 

  1. The Landlord responded to this Service and informed us that it was willing to offer compensation of £166 to amicably resolve the dispute. 

 

  1. Therefore, following the intervention of this Service and accordance with Paragraph 55(c) of the Housing Ombudsman Scheme, the landlord, by providing an offer of compensation, has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

 

Recommendation

 

  1. That the Landlord pays the Resident £166 compensation within four weeks of the date of this determination and provide confirmation of payment to this Service.