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Birmingham City Council (202325811)

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REPORT

COMPLAINT 202325811

Birmingham City Council

8 August 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 response to the reports of damage caused to the resident’s CCTV doorbell.

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 complaint referred to this Service was about the landlord’s response to reports of damage caused to the resident’s CCTV doorbell. This was whilst the landlord’s contractor was carrying out work at the property.
  2. The landlord issued a final response on 19 September 2023. In their response they confirmed that the contractor had offered £50 as a goodwill gesture however it was understood that the resident had declined. Further to this they advised that a claim form would need to be completed to establish any liability.  
  3. As the resident remained dissatisfied with the landlord’s final response to the complaint, the resident referred their case to this Service. The resident explained that they  remained dissatisfied with the level of compensation offered by the landlord. 
  4. The case was transferred to the Triage and Mediation Team, and allocated to a Dispute Examiner on 26 June 2024.
  5. The resident confirmed that they would like to engage in the mediation process in an attempt to resolve their complaint. They advised that in order to resolve the complaint, they wanted the landlord to:

7.1 Cover the costs of the replacement door bell and the installation, amounting to £380; or

7.2 Purchase the replacement door bell and install.

  1. The mediation proposal was sent to the landlord on 10 July 2024, and the landlord responded on 17 July 2024. They advised that they had reviewed the resident’s complaint and the mediation proposal, and would therefore revise their offer of compensation to £150.
  2. On 22 July 2024, the counter offer was discussed with the resident where they advised that they would like to accept the landlord’s offer. The landlord provided confirmation that the payment had been made on 26 July 2024.
  3. Paragraph 53 (c) of the Housing Ombudsman Scheme states that:
  4. “The member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily”.
  5. I am therefore satisfied that, following confirmation from the resident and landlord that steps have been taken to remedy the matters raised by the resident via the mediation process which resolves the complaint satisfactorily.