Orbit Group Limited (201912684)

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REPORT

COMPLAINT 201912684

Orbit Group Limited

29 March 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 resident complained about the level of compensation the landlord offered in relation to its handling of repair works.

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 the landlord about the standard of works it carried out to the property.
  2. The landlord upheld the resident’s complaint at stage one and offered £500 compensation. Thereafter, the resident escalated their complaint.
  3. The landlord issued its final response to the complaint on, 13 August 2020. It acknowledged that the resident was unhappy with the level of compensation it had offered at stage one, but said it believed its offer was reasonable in the circumstances of the case.
  4. On the 16 September 2020, the resident referred the complaint to this Service as they were not happy with the outcome. They said that to resolve their complaint, they would like the landlord to offer £2000 compensation.
  5. We contacted the landlord to confirm the outcome being sought by the resident. It responded on 3 March 2021 and confirmed that it would offer the resident £1167.50 compensation.
  6. On 9 March 2021, we contacted the resident to discuss the landlord’s offer. They declined the offer but said that if the landlord increased its offer of compensation to £1500, they would accept this as a resolution to the complaint.
  7. We informed the landlord that the resident declined its offer although, had revised the outcome they were willing to accept as a resolution. Following this, it responded to us on 11 March 2021, and said it would increase its offer of compensation to £1629.
  8. 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’.”
  9. I am therefore satisfied that following the intervention of this Service, the landlord has made an offer of compensation, which resolves the complaint satisfactorily.

Recommendation

  1. It is recommended that the landlord arranges for the payment of the compensation to be made to the resident within three weeks of the date of this report. It should provide confirmation to this Service one the payment has been made.