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Believe Housing Limited (202005049)

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REPORT

 

COMPLAINT 202005049

Believe Housing Limited

29 January 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 resident complained about the landlord’s response to repairs throughout their property.

Determination (decision)

  1. In accordance with paragraph 55 (c) of the Housing Ombudsman Scheme, the landlord has made an offer of redress to the resident which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

  1. The resident complained to the landlord about their dissatisfaction with the landlord’s handling of a number of repairs. The landlord issued its final response to the complaint on 12 August 2020.
  2. The resident referred their complaint to this Service on 7 October 2020 and agreed to take part in our mediation process. The resident said that to resolve their complaint, they wanted the landlord to offer them a suitable property to move to.
  3. This Service contacted the landlord on 17 November 2020, confirmed that the resident agreed to take part in our mediation process and informed it of the outcome the resident was seeking as a resolution to their complaint.
  4. The landlord agreed to offer the resident a suitable property and said that it had contacted the resident and agreed the criteria for the type of property they considered suitable. The landlord noted it could not provide a time frame as to when a property would become available to offer.
  5. This Service contacted the resident on 14 December 2020, to discuss the landlord’s offer. They confirmed that they had agreed with the landlord a criteria for the type of property they were seeking, and understood that the offer is subject to the availability of a property. The resident agreed that the landlord’s commitment to offer a suitable property, when one becomes available, satisfactorily resolved their complaint.
  6. 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’.”
  7. I am therefore satisfied, following the intervention of this Service, that the landlord has agreed to take actions to remedy the matters raised, which resolves the complaint satisfactorily.

 

Recommendation

  1. If the landlord has not already done so, it should contact the resident within 10 working days to explain how the transfer process will be managed and provide details of who they can contact for updates on the availability of a suitable property. The landlord should provide confirmation to this Service once it has done so.