Midland Heart Limited — case 202006003

REPORT COMPLAINT 202006003 Midland Heart Limited 21 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 complaint concerns the landlord’s handling of a leak at the resident’s property 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.

Intervention Brief overview of the complaint The resident is an assured tenant and has moved into the property in November 2019. Around this time, she reported an issue with a leak under the kitchen sink, which the resident believed was caused when the cold water supply to the property was capped before the start of their tenancy. The resident raised a complaint under the landlord’s complaint process. In its stage 2 response, the landlord offered compensation of £65.00 for the delays and inconvenience caused by its handling of the repair.

The resident asked to escalate the complaint to stage three of the landlord’s complaint procedure. The Landlord refused and the resident brought their complaint to this Service. How the complaint was resolved Following a telephone conversation with the resident on 27 November 2020, the resident explained that they believed the landlord should increase its offer of compensation to £475.00. On 09 December 2020, the landlord responded that it agreed to participate in the mediation process and it later made a counteroffer of compensation amounting to £314.

50. In a further telephone conversation of 21 December 2020, the resident accepted the landlord’s counteroffer. 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 arrange for the payment of £314.50 compensation to be made to the resident within the next four weeks, and provide confirmation of payment to this Service. The Ombudsman would like to thank the parties for participating in our mediation process. This case is now closed.