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Stonewater Limited (202334511)

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REPORT

COMPLAINT 202334511

Stonewater Limited

19 September 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

  1. The complaint is about the landlord’s handling of repairs to the car park access gate.

Determination (decision)

  1. 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

  1. The resident raised a complaint with the landlord around their handling of repairs to a security gate. The resident felt these repairs had been unnecessarily delayed, causing inconvenience and security concerns.
  2. The landlord issued a stage 2 response to the complaint on 28 February 2024. This response apologised for the delay in repairing the gate and further delays in the complaint handling process. The landlord offered £275 compensation as redress and advised the resident they could contact the Housing Ombudsman Service if they were dissatisfied with this response.
  3. On 1 April 2024 the resident contacted the Housing Ombudsman Service and requested we consider their case for investigation.
  4. On 13 August 2024 this Service contacted the resident to discuss potentially resolving the case by mediation. The resident advised they would like to take part in this process and stated they would accept a total offer of £500 in compensation to satisfactorily resolve the case. This proposal was then sent to the landlord on 5 September 2024.
  5. On 6 September 2024 the landlord contacted the Housing Ombudsman Service and advised it was willing to offer a further £225 compensation to resolve the case, making the total compensation offered £500. This Service contacted the resident who advised they were happy with this offer and saw it as a satisfactory way to close the case as ‘resolved with intervention’.
  6. On 10 September this Service contacted the landlord and advised it that their offer had been accepted by the resident.
  7. Paragraph 53.c of the Housing Ombudsman Scheme states that:

“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”.

  1. 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

  1. The landlord should pay the resident an additional £275 compensation and provide evidence of payment to this Service within 4 weeks of the date of this report.