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Southwark Council (202004203)

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REPORT

COMPLAINT 202004203

Southwark Council

15 March 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 resident complained about the landlord’s response to an ant infestation 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 its response to reports of an ant infestation in the property. They explained that to resolve their complaint, they wanted the landlord to increase their banding priority on the housing waiting list so that they could move.
  2. The landlord provided its final response to the resident on 21 November 2020. It said that it was working to reduce the number of the ants however, the eradication of them altogether was difficult. It informed the resident that it could not increase their banding priority but, said that it would consider placing them on the direct offer list. It explained what a direct offer involved, and the potential disadvantages of property offers made in this way.
  3. The resident referred their complaint to this Service on 22 January 2021. We called them on 25 January 2021, and they explained that to resolve their complaint, they wanted the landlord to:

–          Offer a management transfer to a property meeting a criteria, which they specified during the conversation.

–          Or, increase their banding priority to Band 1 on the housing waiting list.

  1. We contacted the landlord and relayed the resident’s desired outcomes. We asked if it would take part in our mediation process and offer the resident an outcome they were seeking or, an alternative outcome.
  2. It responded on 3 March 2021 and confirmed that to resolve the complaint, it agreed an emergency landlord request, which granted the resident Band 1 priority. The landlord noted that, while the banding priority had been awarded, the time taken for the resident to acquire a move would be determined by the availability of properties suitable for their household’s requirements.
  3. We contacted the resident on 9 March 2020, to inform of the landlord’s agreed actions. They confirmed that they understood that the time taken for a move was dependent on the availability of a suitable property and said that the landlord’s agreement was a satisfactory resolution to their complaint. 
  4. 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’.”
  5. 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 Ombudsman recommends that the landlord writes to the resident within 10 working days of this report, to confirm that it has agreed the emergency landlord request and granted them Band 1 priority, if it has not already done so. The landlord is to confirm to this Service once it has written to the resident.