London & Quadrant Housing Trust — case 202115419

REPORT COMPLAINT 202115419 London & Quadrant Housing Trust 7 July 2022 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 landlord’s handling of the repair of a leak from the resident’s toilet. The landlord’s handling of the repair of doors damaged by the leak. The landlord’s handling of the resident’s reports of damage to their bathroom floor and lino caused by the leak.

Its response to their request for compensation. Determination (decision) In accordance with paragraph 55 (c) of the Housing Ombudsman Scheme, the landlord has made an offer of redress, following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily. How the complaint was resolved The landlord issued its final response to the complaint on 2 March 2022 in which it apologised for the unexpected delays in completing the necessary works and stated that it was working to resolve this.

The landlord also advised that it had credited £400.00 to the resident’s rent account as compensation. In May 2022, the resident advised this Service that they were not satisfied with the landlord’s final response to their complaint and stated that the resolution they were seeking was: That the landlord should increase the amount of compensation it has offered from £400.00 to £860.00; and That the landlord should provide a date by which it shall replace their bathroom flooring and lino.

On 23 June 2022, the Ombudsman contacted the landlord about the possibility of reaching a mediated resolution to the resident’s complaint and explained the resolution they were seeking. On 29 June 2022, the landlord contacted the Ombudsman and agreed to the proposal that the complaint should be resolved by it increasing its offer of compensation from £400.00 to £860.00. The landlord also advised that the renewal of the flooring had since been completed. On 4 July 2022, we contacted the resident to discuss the landlord’s increased offer of compensation, which they confirmed they were happy to accept as part resolution of their complaint but advised that their bathroom flooring and lino had not been replaced.

We contacted the landlord on 5 July 2022 seeking clarification regarding the completion of the work to replace the resident’s bathroom flooring and lino. The landlord responded on 6 July 2022 advising that “the lino was unable to be laid due to the chipboard flooring being water damaged”. The landlord further stated that it “will liaise with our resident to get the repairs actioned and completed to a satisfactory standard”. On 6 July 2022, the resident advised this Service they were happy to accept as final resolution of their complaint the landlord’s increased offer or compensation and confirmation of the timeframe within which their bathroom flooring and lino shall be replaced.

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 taken action to remedy the matters raised which resolves the complaint satisfactorily.

Recommendations The landlord should arrange payment of the increased compensation to the resident within four weeks of the date of this determination and provide confirmation of payment to this Service. That the landlord should within 4 weeks of the date of this determination send the resident a schedule detailing the works to be undertaken in the resident’s bathroom and the timeframe within which these shall be completed. The landlord should provide this Service a copy.