Sanctuary Housing Association (202121990)

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REPORT

COMPLAINT 202121990

Sanctuary Housing Association

24 February 2022


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 repairs to the resident’s heating system.
  • The level of redress offered by the landlord.

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 is a tenant of the landlord. On 27 October 2021, the resident raised a formal complaint concerning the landlord’s handling of repairs to her heating. The resident stated a repair to her radiator resulted in a leak on a pipe which caused her boiler to lose pressure. The resident further explained she had to have her hot water turned on in order to have the heating on, and that this led to an increase in her energy bills.
  2. The landlord issued a final response on 13 December 2021. The landlord offered the resident £14 as a goodwill gesture due to a missed appointment but advised there had not been service failure in its handling of repairs.
  3. The resident contacted this Service on 4 January 2022 to advise she was dissatisfied with the level of compensation offered by the landlord and asserted that the landlord should compensate her for an increase in her energy bills.
  4. On 14 February 2022, this Service contacted the resident to discuss the option of mediation. The resident advised the resolution she was seeking from the complaint was an increase in compensation offered by the landlord by £115. The resident advised this was in recognition of the increase in her utility bills due to having to have her hot water switched on in order to have heating. The resident agreed to this Service contacting the landlord.
  5. On 14 February 2022, this Service contacted the landlord about the possibility of a mediated resolution to the resident’s complaint.
  6. On 21 February 2022, the landlord confirmed that it agreed to engage in the mediation process and agreed to the resolution as proposed by the resident, increasing the total offer of compensation by £115. The landlord explained this was in addition to the £14 previously offered, bringing the total compensation awarded to £129.
  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 make the increased compensation payment of £115, bringing the total compensation to £129, within four weeks of the date of this report and provide confirmation of payment to this Service.