Metropolitan Thames Valley Housing — case 202125391

REPORT COMPLAINT 202125391 Metropolitan Housing Trust Limited 7 April 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 repairs to the communal door and intercom. 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 is a tenant of the landlord. The resident’s complaint concerns her reports of delays in repairing the communal door and intercom which she advised impacted her and her neighbour. She explained she had to chase the matter on numerous occasions. She explained that as her neighbour is vulnerable and disabled, the lack of working intercom meant health services, carers, nurses and her neighbour’s family would ring her doorbell to gain entry, disturbing her.

She advised this would happen multiple times every day. The landlord issued a final response on 15 February 2022. It recognised that repairs to the intercom had taken several attempts. The landlord awarded the resident £150 compensation in recognition of the time and trouble spent chasing the matter and for delays. The resident referred the complaint to this service on 6 March 2022 and advised she was dissatisfied with the level of compensation offered by the landlord. On 25 March 2022, this service contacted the resident to discuss the option of mediation.

The resident advised the resolution she was seeking from the complaint was an increase in compensation offered by the landlord by £100, to £250. She explained this is in recognition of the inconvenience of opening the door for her neighbour’s visitors multiple times a day On 26 March 2022, this service contacted the landlord about the possibility of a mediated resolution to the resident’s complaint. On 5 April 2022, the landlord confirmed that it agreed to engage in the mediation process and agreed to the resolution as proposed by the resident, increasing the total offer of compensation by £100.

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.

Recommendation The landlord should make the increased compensation payment of £100, bringing the total compensation to £250, within four weeks of the date of this report and provide confirmation of payment to this Service.