Teign Housing (202005906)

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REPORT

 

COMPLAINT 202005906

Teign Housing

16 December 2020

 


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

The complaint is about the landlord’s response to the Resident’s request for compensation following a leak from a radiator in the property.

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 complained to the landlord about delays in repairing a radiator. In addition, they requested compensation for damage to their carpet, which they said was caused by the leak from the radiator.
  2. The landlord issued its final response to the complaint on 20 August 2020 and offered the Resident £25 compensation for the time taken to complete the repair. However, it advised that it could not accept responsibility for the damage to the carpet and suggested that the Resident make a claim through their home contents insurance.
  3. On the 2 November 2020, the Resident agreed to engage in our mediation process. They said that, as an outcome from the complaint, they wanted the landlord to reimburse the £250 excess they paid when claiming against their insurance policy.
  4. The landlord also agreed to engage in our mediation process and offered the £250 compensation being sought by the Resident. The Resident confirmed to this Service during a call on 9 December 2020, that this resolved their complaint.
  5. 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’.”
  6. 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 pay the Resident the £250 compensation within the next six weeks and provide confirmation of payment to this Service.