Peabody Trust (202319678)
The complaint is about the landlord’s handling of: A gas check appointment. The complaint. The landlord operated a 2 stage complaints process. It said it would log a new complaint within 5 working days. It would respond at stage 1 within 10 working days unless it needed an extension. It will respond at stage 2 within 20 working days of a request. The landlord acknowledged that there were “failings” with its complaint handling. It acknowledged that when it recorded the resident’s complaint it did not fully address his concerns. It offered the resident compensation of £75. As such in this instance, our role is to consider whether there were any other failings in the landlord’s complaint handling it failed to recognise and decide whether its offer of redress was reasonable. While the landlord acknowledged “failings” in its approach, it only addressed 1 of these in its complaint response. As such it is unclear what other failings it found in its approach. The resident raised his complaint on 1 December 2021, and the landlord responded on 13 January 2022. Between this time, he asked to escalate his complaint. The landlord wrote to the resident on 14 December 2021 and apologised for the delay, explained the reason for this, and said it would resolve the issue by 7 January 2022. It also told him it could not escalate his complaint. This means that its response was 4 days later than promised. The landlord acknowledged the resident’s stage 2 complaint on 18 January 2022. Its response was due on 15 February 2022, and it responded on 11 February 2022 which was reasonable. While there was a delay at stage 1, a typo in the landlord’s response, and a failure to address all the resident’s concerns within its response. There is no evidence of significant detriment to the resident around these issues. The landlord also appropriately acknowledged its failing in not considering all the resident’s concerns. Based on this, we find that there was reasonable redress.