Metropolitan Housing Trust Limited — case 202002495

REPORT COMPLAINT 202002495 Metropolitan Housing Trust Limited 18 December 2020 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 Resident complained about: the landlord’s response to their request for planned maintenance works to the guttering, following a leak which affected their property.

the level of compensation the landlord offered for their time and trouble in resolving the repair to the guttering. 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 The Resident raised a complaint to the landlord about its response to a leak from the guttering, which affected their property.

The landlord issued its final response to the complaint on 27 April 2020 and offered the Resident £50 for their time and trouble and, £25 for its complaint handling. In addition, the landlord reimbursed the Resident for the excess they paid following a claim to their insurers. The Resident brought the complaint to this Service on 21 June 2020 and agreed to engage in our mediation process. They said that, as an outcome to from the complaint they wanted the landlord to increase the compensation offered and, undertake regular scheduled maintenance of the guttering at the property.

The landlord also agreed to take part in our mediation process and confirmed it would increase the compensation for the Resident’s time and trouble from £50 to £150. The landlord also confirmed it would complete planned maintenance to the gutters and other components of the block, every 7 years. The Resident emailed this Service on 25 November 2020 and confirmed that they accepted the landlord’s increased offer of compensation to conclude their complaint. 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 That the landlord pays the Resident the £150 compensation agreed, within 4 weeks of the date of this report. If the landlord has previously made part of this payment to the Resident, it should pay the additional £100 offered.

Once paid, the landlord should provide confirmation of payment to this Service. The landlord write to the Resident in the next four weeks to confirm approximately when the first of its seven yearly inspections will take place.