Notting Hill Genesis (201914804)

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REPORT

COMPLAINT 201914804

Notting Hill Genesis

3 December 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 concerns the landlord’s decision to refuse to issue the compensation offered in its final response.

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. 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. The Resident raised a formal complaint to the Landlord, about the landlord’s response to information about fire alarm testing, repairs to the shower and antisocial behaviour.
  2. The Landlord provided its final complaint response on 8 April 2020. The landlord explained that it had updated its internal recording system to better manage reports by residents. The landlord stated that it was confident that the new system would provide an improved service for residents. The landlord acknowledged the delay in providing a response to the resident and offered compensation totalling £250. . It is not clear why, but it appears that the resident had not accepted the landlord’s compensation when it was first offered.
  3. The resident contacted this Service in April 2021 to explain that the housing issues they had complained about were resolved, however, they had not received payment of the compensation originally offered by the landlord. The resident explained that they had recently requested that the landlord pay the compensation offered in its letter of 8 April 2020, they said that it had refused as more than twelve months had passed since its original offer.   
  4. Regrettably, there was a delay in this Service’s handling of the resident’s complaint and it was not until November 2021 that we were able to contact the landlord to discuss this matter. We explained that the resident was seeking the compensation initially offered in order to resolve the complaint. On 26 November 2021, the landlord confirmed that it was willing to pay the resident £250 compensation.
  5. Therefore, following the intervention of this Service and in 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. The Landlord pays the Resident £250 compensation within four weeks of the date of this determination. The landlord should provide confirmation of payment to the resident, copying this Service in.