London Borough of Hackney (202404637)
The complaint is about the landlord’s handling of: Repairs to the resident’s window. The complaint. The landlord operates a 2 stage complaints process. Its policy says it will provide a stage 1 response within 10 working days, and a stage 2 response within 20 working day. The landlord’s compensation policy says compensation may be appropriate for any significant breach of its complaints policy, but specifically if there is a delay in responding to a complaint at stage 1 or stage 2 without proper communication or agreement of an extension with the resident in line with its complaints policy. The landlord appropriately provided its stage 1 response within the agreed timescales in its policy. Following the resident’s escalation on 18 March 2024, it advised it would provide its response within 20 working days. It then requested 2 extensions to provide its response on 17 April 2024 and 15 May 2024. It was appropriate that it kept the resident informed about the delays in its response. The landlord also appropriately acknowledged the delay in its complaint response. It apologised and offered the resident compensation around the delay in its response. Its actions were in line with its complaints policy and its falls within a service failure finding. These are findings we would make where there was a minor failure by a landlord in the service it provided, and it did not appropriately acknowledge the failing or fully put it right. Based on the landlord’s appropriate actions around the delay and looking to put things right, we find that there was reasonable redress.