Wandle Housing Association Limited (202102100)

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REPORT

COMPLAINT 202102100

Wandle Housing Association Limited

29 July 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 complaint is about the landlord’s handling of the front door repair.

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 following the Ombudsman’s intervention 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 its handling of the repair to their front door.
  2. The landlord issued its final response to the complaint on 13 April. It explained that:

a.     It attended the property on 12 April however, found that parts were required to complete repair. It then made further adjustments to the door and was informed by the resident that the door was secure.

b.     It acknowledged that the resident was not happy with the conduct of an operative who previously attended to the repair and had requested that the operative is not sent back to the property.

c.      It found that it did not complete the repair within its timescales and apologised for the inconvenience and distress caused to the resident.

d.     When it responded at stage one, it had identified service and offered to compensate for them.

e.     It acknowledged that the resident requested compensation for missed appointments and, the inconvenience they experienced.

f.        It acknowledged that the resident requested that the outstanding repair be completed, within their hours of availability. It confirmed that an appointment was booked for the repair on 27 April but if this was not suitable, the resident could call to rearrange it.

g.     It offered the resident £120 compensation for two missed appointments, the time taken to complete the repair and the inconvenience caused.

  1. The resident responded and explained that they were not satisfied with the landlord’s offer of compensation. The landlord confirmed that its offer was final and advised the resident to approach the Housing Ombudsman.
  2. After the complaints procedure, the parties were in contact regarding an appointment date for the repair to be completed. However, a date could not be agreed.
  3. The resident referred their complaint to the Service on 26 April. We discussed the complaint with the resident on 18 May. They explained that the repair was outstanding, but they were reluctant to accommodate the appointments the landlord had offered, due to their previous experiences of missed appointments. In addition, they did not consider the landlord’s offer of compensation reasonable.
  4. To resolve the complaint, the resident said that they wanted the landlord to offer an appointment date for the repair that was convenient for them and increase its offer of compensation.
  5. We wrote to the landlord with the resident’s requests on 24 May. It responded and confirmed that it:

a.     Would offer the resident a Saturday appointment for the repair to be completed.

b.     Would consider further compensation in due course.

  1. We contacted the resident and discussed the landlord’s offer and sought to establish what level of compensation they were seeking, so we could put this to the landlord.
  2. The resident confirmed that they wanted the landlord to offer £500 compensation and confirm that it would complete the repair to the door during the next appointment.
  3. We relayed this to the landlord, and it confirmed that:

a.     It expected to complete repair to the door on the same day when it does attend the property.

b.     It would offer the resident £500.

  1. The resident confirmed during a call with this Service on 27 July that they were satisfied with the landlord’s offer.
  2. Paragraph 55 (c) of the Housing Ombudsman Scheme states that:

a.     “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’.”

  1. 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.

Recommendations

  1. The resident has confirmed that the landlord attended and measured the door on 13 July.

Therefore, I recommend that the landlord contact the resident within 10 working days, with an appointment date for the repair to be completed.

  1. That the landlord pay the resident the £500 compensation (or remaining balance if it has already paid the £120 offered) within three weeks.

The landlord should provide confirmation to this Service when it has contacted the resident with an appointment date and arranged for the payment to be made.