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Leeds City Council (202015686)

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REPORT

COMPLAINT 202015686

Leeds City Council

25 August 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 concerns the landlord’s handling of repairs to the shed.

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. Paragraph 55 (c) of the Housing Ombudsman Scheme states that:

“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’.”

  1. The Resident raised a formal complaint to the Landlord, about repairs to the shed door and a subsequent claim for compensation. The resident explained that it had been necessary to take annual leave in order to facilitate the repair works but that the landlord’s contractor did not attend as agreed.
  2. The Landlord provided its final complaint response on 3 March 2021. The landlord stated that the works to the shed door were not listed on its internal system and attributed this to the delays the resident had experienced. The landlord stated that it would subsequently contact its contractors to arrange for the repair to be attended to without further delay. The landlord confirmed that the resident had exhausted the complaints policy.
  3. The Resident brought their complaint for this Service to formally consider, on 10 March 2021. During a phone call on 15 July 2021, the resident said that she was seeking compensation totalling £100 to acknowledge the annual leave taken in addition to the required works to be completed from the Landlord. This Service contacted the Landlord and explained the resident’s outstanding issues and outcomes being sought and asked the Landlord if it wanted to engage in our mediation Process.
  4. The Landlord responded to this Service and informed us that it was willing to offer the below to resolve the dispute:

 

  • Compensation of £100 to acknowledge the annual leave taken and;
  • Works to be completed to repair and paint the shed door

 

  1. The landlord informed this service that the required works had been completed on 6 August 2021. The resident confirmed that the works had taken place and she was satisfied with the repair.
  2. The resident asked the landlord to pay the settlement by cheque or by crediting the rent account.
  3. Therefore, following the intervention of this Service and in accordance with Paragraph 55(c) of the Housing Ombudsman Scheme, the landlord, by providing an offer of compensation and the completion of the repair works, has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

 

Recommendation

 

  1.  The Landlord pays the Resident £100 compensation which is to be issued by cheque or a credit to the rent account within four weeks of the date of this determination. The landlord should provide confirmation of payment to the resident, copying this Service in.