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Westminster City Council (202106284)

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REPORT

COMPLAINT 202106284

Westminster City Council

5 August 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 landlords handling of the resident’s reports concerning hot water at 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. On 9 July 2021, the landlord issued its final response to the residents complaint. It concluded that its offer of compensation of £25 for the period of time the resident was without hot water was reasonable and referred her to this service if she remained dissatisfied.
  2. After speaking with this service, on the 6 July the resident explained that she would accept £200 in resolution of her complaint as she felt that more accurately reflected the inconvenience caused.
  3. On 6 July, our service contacted the landlord with the residents desired outcome. The landlord advised us that it was in agreement to make the payment of £200 to resolve the complaint.
  4. On the 13 July, our service spoke with the resident who confirmed she was happy with the offer.
  5. On 15 July, the landlord provided this service with a copy of the compensation form it had sent to the resident requesting her bank details to make the payment.
  6. 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’.”
  7. 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. If they have not done so already, the resident should complete and return the compensation form to the landlord so that it can arrange payment of the compensation.
  2. Upon receipt of the form, the landlord should arrange payment of the compensation within four weeks and provide confirmation to this service.