Hammersmith and Fulham Council · Case 202108851 · 9 September 2021
Hammersmith and Fulham Council — case 202108851
The landlord offered £200 compensation to the resident and £50 to their representative for delays in carrying out repairs. After delays in payment, the Ombudsman intervened and the landlord confirmed the payments were being processed, resolving the complaint satisfactorily.
Orders and recommendations
- Compensation
Landlord to pay £200 to the resident and £50 to their representative (already offered, now being processed following Ombudsman intervention).
Compensation ordered
| Reason | Amount |
|---|---|
| Compensation for repairs delay (offered by landlord) | £200 |
| Compensation to resident's representative (offered by landlord) | £50 |
| Total | £250 |
Findings by complaint head
Summarised automatically from the decision below. The Ombudsman's decision text is the authoritative record.
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Length of time taken to carry out repairs
Mediation / settlementThe landlord offered £200 compensation to the resident and £50 to their representative. After delays in payment, the Ombudsman intervened and the landlord confirmed the compensation had been submitted for processing. The Ombudsman determined this resolved the complaint satisfactorily under paragraph 55(c) of the Scheme.
The full determination
REPORT COMPLAINT 202108851 Hammersmith and Fulham Council 9 September 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 The complaint is about the length of time taken to carry out repairs. Determination (decision) 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 On 9 April 2020, the landlord issued its final response in respect of the above complaint. It agreed to pay compensation of £200 to the resident and a further £50 to the resident’s representative. On 27 January 2021, the resident’s representative provided her details and the residents bank account details so the payments could be made. The representative followed this up by email on 10 February and also on 23 June 2021. On 12 July, the representative contacted this service as the compensation payments had not been received.
The resident said that in order to resolve the complaint they would like the compensation that had previously been offered to be paid. On 3 September, this service contacted both parties to discuss mediation. The representative agreed to engage in this process. On 9 September the landlord contacted this service to say the request for the compensation payment had been sent for processing. Paragraph 55 (c) of the Housing Ombudsman Scheme states that: “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’.” 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 The landlord has confirmed that the compensation payment has been submitted for processing. The landlord should provide confirmation to this service once the payments have been made to both the resident and their representative.
This is a structured summary of a published determination. The official decision is the authoritative record. Contains public sector information licensed under the Open Government Licence v3.0.