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Norwich City Council (202321339)

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REPORT

COMPLAINT 202321339

Norwich City Council

27 June 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

The complaint is about the landlord’s handling of:

  1. The reports about the high levels of lead contained within the piping of the property.

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 handling of reports about the high levels of lead contained within the piping of the property. The resident explained that they remained dissatisfied with the length of time taken to carry out the repairs.
  2. The landlord issued a stage two response on 15 September 2023. In their response they stated that whilst levels reported were within the tolerance range, a works order was raised in January 2023 for the removal of all lead piping, and was passed to the relevant team to progress.  Delays were experienced due to high work volumes within the team. They confirmed that works would commence in October 2023 and apologised for the inconvenience, and distress the delays to completing the works had caused.
  3. The case was transferred to the Triage and Mediation Team, and allocated to a Dispute Examiner on 15 April 2024. The resident confirmed that the works had been completed and the only matter outstanding was the level of compensation.
  4. They 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:

6.1. Offer compensation of £1000 for the time taken to resolve the issue, missed appointments, and the stress the situation had caused.

 

  1. The mediation proposal was sent to the landlord on 5 June 2024, and the landlord responded on 12 June 2024. They advised that they had reviewed the amount requested by the resident and would like to propose a lower amount of £600.
  2. On 19 June 2024, the counter offer was discussed with the resident. They advised that they would like the landlord to consider making an offer of £800 in order to resolve the complaint.
  3. The landlord responded to this proposal on 24 June 2024, and agreed to pay £800 as requested. They confirmed that they would make arrangements to pay this to the resident as soon as possible.
  4. The resident was advised of the landlord’s response and thanked this Service for their support, and help with this matter. 
  5. Paragraph 53 (c) of the Housing Ombudsman Scheme states that:
  6. “The member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily”.
  7. 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.

Recommendations

  1. The landlord should make arrangements for the payment of £800 to be paid to the resident within 1 week from 1 July  2024. They should provide confirmation to this Service when the payment has been issued.