Applications are open to join the next Housing Ombudsman Resident Panel – find out more Housing Ombudsman Resident Panel.

Metropolitan Housing Trust Limited (202006509)

Back to Top

REPORT

COMPLAINT 202006509

Metropolitan Housing Trust Limited

8 March 2021


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

  1. The complaint is about the amount of compensation offered by the landlord.
  2. The resident explained that the outstanding issue is that the amount of compensation offered does not fully compensate for historical high electricity costs they incurred.

Determination (decision)

  1. 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

  1. As background, the resident complaint to the landlord in 2019, as they had been concerned of higher than average heating costs for a period of some three years. The resident explained that the storage heaters were older models and that this was the cause of increased electricity bills, for which they wanted the landlord to reimburse them for.
  2. In March 2020, the resident complained to the landlord and on 7 October 2020, the landlord responded to the complaint. It stated that it had identified in its investigation that it would reimburse the resident for increased electricity bills and made an offer of compensation. This letter was its final response on the matter.
  3. The resident was dissatisfied with the landlord’s response and maintained that the amount of compensation was insufficient to cover the true costs they incurred. As a result, the resident brought their complaint to our Service.
  4. In assessing the complaint, our Service discussed the ways in resolving the complaint with the resident in January 2021. The resident agreed to engage in the mediation process and told the Service that in order to resolve the complaint, they would like the landlord to increase the amount of compensation by a further £370, which they said represented the full reimbursement of higher electrical costs spanning 2-3 years.

 

  1. The landlord responded to the Service in February 2021 and agreed with the mediation terms. It confirmed that it had already discussed the matter with the resident and had agreed with increasing the amount of compensation. It further confirmed that the resident had expressed their satisfaction with this outcome.
  2. During a call on 4 March 2021, the resident confirmed that they had now received the agreed compensation from the landlord. They also explained that, in addition, the landlord had sent them flowers and considered the complaint resolved.
  3. Paragraph 55 (c) of the Housing Ombudsman Scheme states that:
    1. “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’.”
  4. 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.