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Notting Hill Genesis (NHG) (202214960)

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REPORT

COMPLAINT 202214960

Notting Hill Genesis (NHG)

7 May 2025

 

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:
    1. Repairs to flooring, windows and holes in the property.
    2. Payments for the inconvenience caused by missed repair appointments.

Determination (decision)

  1. In accordance with paragraph 53 (c) of the Housing Ombudsman Scheme, the landlord has made an offer of redress, following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

  1. The resident initially raised a complaint with the landlord in 2022 to address their response to various repairs at the property. The resident was dissatisfied with significant delays in the repairs being addressed and with repair appointments being cancelled at short notice, which caused them unnecessary inconvenience.
  2. The landlord issued a stage 2 response in December 2024. The response apologised for the delays in repairs being carried out and for the length of time the complaint process had taken. An outline of how the landlord would now approach the repairs was set out and a total of £840 in compensation was offered.
  3. Following this response the resident requested we consider the case for investigation. The resident explained that they felt the response did not reflect the distress and inconvenience they experienced throughout the issue and that the compensation offered did not account for all of the missed appointments.
  4. We spoke to the resident in January 2025 to see what outcome they would like to see for the case to be resolved. The resident requested further compensation to accurately reflect the missed appointments so it was agreed we would attempt mediation with the landlord.
  5. We contacted the landlord with a mediation proposal on 6 February 2025. The proposal suggested an offer of a further £580 compensation to resolve the case. This was broken down into £300 for the distress and inconvenience the resident experienced and £280 for a total of 8 missed appointments.
  6. The landlord responded to the proposal on 11 February 2025 and advised that the initial offer of £850 from the stage 2 response had not been paid. The landlord offered to contact the resident to arrange payment of this and to agree on a further payment to resolve the case if needed.
  7. On 21 February 2025 the landlord confirmed that they had reached an agreement with the resident to pay £530 into the resident’s rent account. They would also ensure the full amount of £850 compensation offered at stage 2 was paid.
  8. Paragraph 53 (c) of the Housing Ombudsman Scheme states that:
    1. “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”
  9. 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.