Torus62 Limited — case 202119536

REPORT COMPLAINT 202119536 Torus62 Limited 5 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 a request for compensation following a leak. 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.

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’.” How the complaint was resolved The Resident raised a formal complaint to the Landlord stating that she had experienced delays in the landlord attending works to a leak.

The resident explained that she experienced lengthy delays in repairs taking place to address the leak. The resident noted that the floorboards were left wet which she considered dangerous and stated that the situation had a significant impact on the wellbeing of the family. The Landlord provided its final complaint response on 17 November 2021. The landlord acknowledged that the resident had encountered delays to the works taking place. The landlord offered compensation totalling £750.

00. During a call with the resident on 1 February 2022, the resident explained that the housing issues they had complained about were resolved with the repairs having taken place, however, they were not satisfied with the amount of compensation offered by the landlord. The resident requested an increase in compensation to settle the complaint. This Service contacted the Landlord and explained the resident’s outstanding issues and outcomes being sought and asked the Landlord if it wanted to engage in our mediation Process.

The Landlord responded to this Service and informed us that it was willing meet the resident’s expectations and explained it would provide the below to resolve the dispute: £2,500 to acknowledge the series of appointments and time taken to resolve the leak. The landlord to complete the required plastering and paint work. Therefore, following the intervention of this Service and in accordance with Paragraph 55(c) of the Housing Ombudsman Scheme, the landlord, by providing an offer of compensation, has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

Recommendation The Landlord pays the Resident £2,500 compensation within four weeks of the date of this determination the landlord to: Pay the resident £2,500 compensation and provide confirmation of payment to the resident, copying this Service in. Provide information about when the works will take place, copying this Service in.