Joseph Rowntree Housing Trust · Case 202006038 · 16 December 2020
Joseph Rowntree Housing Trust — case 202006038
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s administration of the Resident’s rent account..
The full determination
REPORT COMPLAINT 202006038 The Joseph Rowntree Housing Trust 16 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 is about the landlord’s administration of the Resident’s rent account. 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 complained to the landlord that a direct debit payment, due to be collected on 1st September 2020, had failed. The landlord issued its final response to the complaint on 16 September 2020. It said that it reset the direct debit the same day the Resident raised the issue and, it apologised for the error that resulted in the direct debit failing. On 29 October 2020, having brought the complaint to this Service, the Resident agreed to take part in our mediation process and confirmed that as an outcome to their complaint, they would like £200 compensation.
The landlord also agreed to engage in our mediation process and offered £25 compensation, for the inconvenience caused to the Resident. This Service contacted the Resident, on 3 December 2020, to discuss the landlord’s offer and the Resident confirmed during the call, that the landlord’s offer resolved his 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. Recommendation That the landlord pays the Resident £25 compensation, within four weeks of the date of this report, and provide confirmation to this Service that the payment has been made.
This is a structured summary of a published determination. The official decision is the authoritative record. Contains public sector information licensed under the Open Government Licence v3.0.