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Optivo (202009015)

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REPORT

COMPLAINT 202009015

Optivo

14 June 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 landlord’s:
    1. Handling of repairs to the resident’s former property.
    2. Response to the resident’s request for a property transfer.

Determination (decision)

  1. In accordance with paragraph 55 (b) of the Housing Ombudsman Scheme, the landlord has offered redress to the complainant prior to investigation which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

  1. The resident lived in a property owned by the landlord and was temporarily decanted while repairs were being completed.
  2. On 15 July 2020, the resident raised a formal complaint to the landlord about its handling of the repairs. The resident said that to resolve their complaint, they wanted the landlord to give them a permanent tenancy for the property they were temporarily decanted to.
  3. The landlord provided its complaint response on 27 July 2020. It confirmed its position on the issues the resident had raised about the repairs and explained that it was unable to consider the residents request for a permanent tenancy for the decant property. It said that the property they had been moved from would be refurbished and it did not undertake internal transfers.
  4. The resident escalated their complaint as they was not happy with the landlord’s response. The landlord declined the resident’s request to escalate the complaint and upheld its previous decision.
  5. The complaint was referred to this Service, by the resident’s local MP. The MP explained the resident remained unhappy with the outcome of the complaint, as the landlord would not grant a permanent tenancy for the decant property.
  6. We contacted the resident about their complaint on 21 April 2021 and explained that the case would be taken forward for investigation by the Ombudsman. They responded and confirmed that the complaint had been resolved as the landlord had granted permanent residency at the decant property, and they requested we close the case.
  7. Paragraph 55 (b) 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 offered redress to the complainant prior to investigation which, in the Ombudsman’s opinion, resolves the complaint satisfactorily. This will result in a finding of ‘reasonable redress”
  8. I am therefore satisfied that the landlord has offered redress to the complainant prior to investigation which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.