All Case Studies

Property Condition, Repairs, and Complaint Handling (November 2024)

Summary

The resident raised a complaint about:

• the condition of the property when it was let
• handling of outstanding repairs
• the complaint handling process

In Feb 2023, the resident raised concerns about the property, including issues with asbestos, utilities and repairs. They requested a rent refund for the time the property was uninhabitable.

We issued our stage 1 response in May 2023 apologising for the distress caused and promised to install a new electric shower and providing a decoration voucher. We also confirmed that we would make good any sub floor to the kitchen as a good will gesture if the resident wanted to install their own flooring. We maintained that the property was habitable.

In May 2023, the resident remained dissatisfied and reiterated their request for rental refund as a result of the property being uninhabitable, that the walls were not prepared for decoration and that we did not address his concerns about asbestos.

In our stage 2 response in July 2023 we apologised for the communication fallings and issued £500 compensation. We maintained that the property met the lettable standards. The resident escalated the complaint to the Ombudsman in July 2023.

The Ombudsman found that our management of the property when it was let was inadequate. Some repairs were completed during the void period, but key issues, such as an unaddressed debt on the electricity meter, were missed. Our delay in providing an asbestos survey (six months after the resident requested it) was also unreasonable, especially given the resident’s concerns for his son’s health. Although we acted quickly once aware of the family’s needs, the failings during the void period had an impact on the resident and their family.

Furthermore, whilst there were delays to the repairs to kitchen floor and installation of a new electric shower, the Ombudsman found that we had a resolution focussed approach to resolving the kitchen flooring issue, decoration vouchers and adjusting our approach when we found out the needs of the resident and his family in relation to the electric shower installation.

The investigation also found that there was a 3 month delay in us responding to the resident’s stage 1 response and a further 2 month delay in our stage 2 response. This was not acknowledged in our final response to the resident.

Outcome

• maladministration in our handling of the repairs in the property
• maladministration in our handling of the complaint

Orders and recommendations

1. write an apology letter to the resident
2. pay £944 in compensation