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Newlon Housing Trust (202004296)

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REPORT

COMPLAINT 202004296

Newlon Housing Trust

20 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 landlord’s handling of a reoccurring leak from the flat above the resident’s 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 is an assured tenant.
  2. The resident raised a formal complaint about the landlord’s response to her reports of leak form the flat above and outstanding works related to mould and damp in the bathroom and the kitchen of their property in September 2018. The resolution for this complaint was agreed with this Service in February 2020. The present complaint was recorded in November 2020 as the resident reported that the repairs agreed in February were not completed.
  3. In its final, stage two response of 21 March 2021, the landlord admitted delays of 10 months in dealing with the repairs related to the mould in the bathroom and 13 months in dealing with the leak in the kitchen. The landlord stated that the repairs to the flat above in order to rectify the leak in the bathroom and the kitchen were completed but the kitchen repairs at the resident’s property were still outstanding. The landlord acknowledged also delays in its complaint handling. As a recognition of those failures, the landlord paid £650.00 compensation to the resident.
  4. The resident brought the complaint to this Service on 30 April 2021. The resident was dissatisfied with the repairs handling and reported there were still outstanding repairs to the bathroom and the kitchen.
  5. The resident agreed to participate in the Housing Ombudsman’s mediation process and explained that they would like as a resolution for their complaint the outstanding works to be completed and increase in compensation to be offered by the landlord.
  6. This request was forwarded to the landlord on 26 May 2021. The landlord responded on 18 June 2021 and explained that a surveyor attended the resident’s property and outlined some of the outstanding works. The landlord offered a compensation of £200.00 in addition to the £650.00 that had been paid at stage two.
  7. Following further discussions between this service, the resident, and the landlord, on 15 July 2021 the landlord agreed to the following:
    1. To complete the following works:
  • Carry out a further investigation into the leak from the entering through the resident’s kitchen ceiling
  • The ceiling in the kitchen and the side wall to be re-plastered where necessary and decorated to match the rest of the ceiling. 
  • The rear door to be overhauled and painted white from the inside and black gloss from outside. 
  • The landlord to check in the bathroom under the bath for a leak and to replace the bath panel.
    1. To offer a total compensation of £1050.00, which is additional £400.00 to the already paid £650.00.
  1. In a telephone conversation with the resident of 20 July 2021, the resident accepted the landlord’s proposed resolution. 
  2. 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’.”
  3. 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. It is recommended that the landlord issues a letter to the resident within the next four weeks which sets out the plan of the agreed works and timeframes to be completed, copying in this Service.
  2. The landlord to arrange for the payment of £400.00 compensation to be made to the resident within the next four weeks and provide confirmation of payment to this Service.