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Leeds City Council (202005372)

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REPORT

COMPLAINT 202005372

Leeds City Council

15 February 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, following a number of leaks at the 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 complainant which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

  1. The resident raised a formal complaint to the landlord on 6 May 2020, about its handling of remedial works at the property and, its response to their reports of noise nuisance.
  2. The landlord solely investigated the complaint relating to the repair and provided its final response, on 21 September 2020. As a resolution, it agreed to complete the outstanding repairs to the property.
  3. On the 16 November 2020, the resident brought their complaints to this Service. They confirmed that the repairs the landlord agreed to complete, remained outstanding. In addition, the resident said that the landlord’s response regarding the noise nuisance complaint was outstanding.
  4. We contacted the landlord and asked it to confirm its position regarding the noise nuisance complaint. In response, it said the resident’s concerns had not been logged as a formal complaint. This Service subsequently asked the landlord to formally investigate the matter.
  5. On 17 December 2020, we updated the resident and advised that the landlord would be providing a formal response to the noise nuisance complaint, but that this Service could help to resolve the repairs complaint through our mediation process. The resident agreed to take part, and said to resolve the complaint, they wanted the landlord to:
  • Provide timescales and a programme of works for the outstanding plastering and flooring repairs, with works being undertaken in an orderly fashion and to a good standard.
  • Carry out further decorative work to the bathroom.
  • Provide a point of contact for the works.
  1. This Service contacted the landlord, on 8 January 2021, with the details of the resident’s desired outcomes. It advised that it had since attended the resident’s property and completed the plastering and flooring repairs to the property, which the resident was happy with. The landlord confirmed that it would also complete the following, to resolve the resident’s complaint:
  • Painting to the bathroom walls and ceiling.

The landlord confirmed an appointment was booked for the works to be completed on 26 February 2021.

  • Remedy the issue the resident reported with the gripper/threshold, following the works competed to replace the underlay to the carpet in the hallway.

The landlord confirmed it asked its flooring contractor to return to remedy this as soon as possible.

The landlord said that the resident had been assigned a member of staff to contact regarding the outstanding repairs. Additionally, the landlord noted that a post inspection of the repairs was scheduled to take place in March 2021.

  1. We contacted the resident on 10 February 2021, and they confirmed that the actions the landlord had taken and those it agreed to complete going forward, satisfactorily resolved their complaint. 
  2. 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’.”
  3. The landlord has confirmed that it has completed the outstanding plastering and flooring repairs the resident identified, has clarified how and when it intends to complete the outstanding repairs and, has arranged a post inspection of the works. Additionally, the landlord has provided the resident a point of contact, as they requested, should any issues arise with the repairs to be completed.
  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.

Recommendation

  1. The landlord contacts the resident within 10 working days of the date of this report, to confirm when they can expect the tradesman to attend to rectify the gripper/threshold. The landlord should provide confirmation to this Service that it has done so.