Leak (March 2021)
Ms B was unhappy with the length of time it took to resolve a leak in her property.
Summary
Ms B reported a leak. A very complex one to identify despite numerous visits by our technical team. The source of the leak was not located for a number of weeks and continued for an unacceptable amount of time. Our communication with Ms B should’ve been better. We decided to move Ms B’s family. Our Housing Team moved the family into temporary accommodation and soon after into permanent Housing. This was done quickly on both occasions, Ms B was supported and kept informed throughout. We acknowledged our failings in our initial communication, apologised and compensated in line with our policy.
Ms B escalated the complaint to the Ombudsman. The Ombudsman concluded their investigation and found that we fully acknowledged our failings and took reasonable steps to offer redress.
Outcome
The HOS found that Poplar HARCA provided “reasonable redress” and found no maladministration.
Recommendations
No recommendations or orders were made by the HOS.