Stonewater Limited — case 202329558

REPORT COMPLAINT 202329558 Stonewater Limited 19 August 2024 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 resident’s reports of repairs to the boiler. The resident’s complaint. Determination (decision) In accordance with paragraph 53 (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 complaint referred to this Service was about the landlord’s handling of the resident’s reports of repairs to the boiler, and the handling of the resident’s complaint. The landlord issued a final response on 19 December 2023. In their response they acknowledged that there were a number of failings in the handling the resident’s reports of repairs. They offered compensation of £619.46 which took into account the number of days where there was a loss of heating and hot water, the failure to respond within agreed timescales, the impact the situation had had, and service failings.

As the resident remained dissatisfied with the landlord’s final response to the complaint, the resident referred their case to this Service. The resident explained that they remained dissatisfied with the level of compensation offered by the landlord. The case was transferred to the Triage and Mediation Team, and allocated to a Dispute Examiner on 8 July 2024. The resident confirmed that they would like to engage in the mediation process in an attempt to resolve their complaint.

They advised that in order to resolve the complaint, they wanted the landlord to increase their offer of compensation to £1500 (inclusive of the compensation offered in the landlord’s final response). The mediation proposal was sent to the landlord on 31 July 2024, and the landlord responded on 2 August 2024. They advised that they would like to agree to the resident’s proposal. The landlord confirmed that the payment had been processed and would be in resident’s account by the 16 August 2024.

Paragraph 53 (c) of the Housing Ombudsman Scheme states that: “The member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily”. I am therefore satisfied that, following confirmation from the resident and landlord that steps have been taken to remedy the matters raised by the resident via the mediation process which resolves the complaint satisfactorily.