Optivo (202005497)

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REPORT

COMPLAINT 202005497

Optivo

14 May 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 is about the landlords handling of the resident’s request for a fence.

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 submitted a complaint to her landlord as she was unhappy that one side of the garden was not fenced. This had resulted in animals coming into her garden and digging it up.
  2. On 19 March 2021, the landlord issued its final response to the residents complaint. It explained that it was not responsible for installing any fence but that it was willing to make a contribution towards the cost of her to arrange this and offered compensation of £150.
  3. The resident was unhappy with the offer and went back to the landlord to ask it to review its offer. On 8 April the landlord agreed to increase its offer of compensation to £250.
  4. The resident contacted our service as she remained unhappy with the landlord’s offer. She felt it would be reasonable for the landlord to contribute half of the cost for installing a fence. She obtained three quotations for the installation, the cheapest quote being £750. The resident agreed to take part in our mediation process and explained that an increased offer of compensation to £375 would resolve the complaint.
  5. On 20 April 2021, our Service contacted the landlord to let it know that in resolution of the complaint the resident was looking for compensation of £375.
  6. On 21 April, the landlord agreed to offer compensation of £375. Our service then called the resident who agreed her complaint was now resolved.
  7. 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’.”
  8. 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 now pay the resident compensation within the next three weeks and provide confirmation of payment to this Service.