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Torus62 Limited (202009030)

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REPORT

COMPLAINT 202009030

Torus62 Limited

3 June 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 level of compensation offered in relation to their complaint about the landlord’s response to a pest infestation.

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 reported an infestation of rats within their property and submitted a formal complaint to the landlord about its response to the reports.
  2. In the stage one complaint response, the landlord acknowledged that its service fell short of its standards and it offered the resident £790.92 compensation.
  3. The complaint was taken to the second stage of the complaint procedure as the resident was not happy with the outcome. The landlord provided its final response to the complaint on 16 February 2021. It upheld the resident’s complaint and offered the resident a total of £897.19 compensation, comprising of the following:
    1. Quantifiable loss payment of £116.
    2. Discretionary payment of £500.
    3. 25% of the total rent for the property for 12 weeks, amounting to £281.19.
  4. The resident referred their complaint to this Service and said they were not happy with the level of compensation that the landlord had offered. They said that they wanted the landlord to increase its offer of compensation relating to rent from £281.19 to £1124.76, as they believed the whole property was uninhabitable during this period.
  5. We contacted the landlord with details of the outcome the resident wanted as a resolution to their complaint. It agreed to increase compensation for rent from £281.19 to £1124.76, as requested by the resident; bringing the total compensation offered to £1740.76
  6. We contacted the resident on 27 May 2021, to confirm the landlord’s offer and they indicated they were pleased with its agreement to increase the compensation.
  7. 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’.”
  8. 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. Within three weeks of the date of this report, the landlord should pay the resident the £1740.76 compensation (or the remaining balance if it has already paid the £897.19 initially offered). Once the payment has been made, the landlord should provide confirmation to this Service.