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West Kent Housing Association (202402020)

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REPORT

COMPLAINT 202402020

West Kent Housing Association

29 September 2025

 

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’s complaint is about the landlord’s handling of:
    1. Repairs and damp and mould in her bathroom and toilet.
    2. The complaint.

Background

  1. The resident holds an assured tenancy with the landlord. She lives in her property with her child. The resident works full time. The property is a ground floor flat which has a bathroom and separate toilet. She said that her repair issues impacted on her mental health.
  2. The resident reported damp and mould in her bathroom and separate toilet in October 2023. The landlord inspected the property and recommended works. This included removing and replacing the grout around the tiles and replacing the silicone around the bath. It also recommended works to the damp proof course on the external wall.
  3. On 20 November 2023 the resident complained to the landlord about its handling of her repairs. She said the volume of appointments were excessive, the standard of work was poor, and repairs were missed. She complained about staff conduct, such as having to clean off the paint when they left. She also said operatives previously told her that her bathroom was a “health hazard” and needed replacing.
  4. The landlord acknowledged the resident’s complaint on 28 November 2023 and responded on 15 December 2023. It acknowledged the repairs “had not been done to an acceptable standard”. It agreed to do remedial works including replacing the extractor fan, replastering the bathroom walls, replacing silicone around the bath and treating the mould. It said the resident’s bathroom was due to be replaced in 2024. It apologised for its handling of the works and offered her £150 compensation.
  5. The resident was dissatisfied with the landlord’s first response and escalated her complaint to it on 19 December 2023. The landlord acknowledged this the next day and said it would respond by 23 January 2024. It had not responded by 30 January, and she complained to the landlord again about the time she was having to take off work to be available for multiple repair appointments.
  6. The landlord responded to the resident’s escalated complaint on 2 February 2024. It said it misadvised her about her bathroom being replaced in its first complaint response, as it was not due to be replaced until 2038. It apologised for this, and the repair delays, and offered an extra £600 compensation. It outlined the outstanding works it would do. This included replacing the radiators in both rooms, treating mould around the toilet window and replacing her bathroom flooring.
  7. The landlord confirmed it completed (and made good) all the works in April 2024. The resident remained unhappy with the amount of compensation the landlord offered her. She said she did not think it reflected the inconvenience it caused her.

How the complaint was resolved

  1. Paragraph 53.c. of the Housing Ombudsman Scheme states: “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.”
  2. We contacted the resident on 24 September 2025. She confirmed that repairs to her bathroom and toilet were completed. She remained dissatisfied with the landlord’s compensation offer and said she would consider the complaint resolved if the landlord made a further offer of £500.
  3. We asked the landlord, and it agreed to pay a further £500 compensation. This was for its handling of repairs and damp and mould in the resident’s bathroom and toilet, and the complaint handling.
  4. We are satisfied following our intervention the landlord agreed to take action to resolve the complaint satisfactorily.

Determination (decision)

  1. In accordance with paragraph 53.c. of the Housing Ombudsman Scheme, the complaint was resolved with intervention.

Recommendations

  1. The landlord should pay the resident £500 compensation. The complaint has been resolved with intervention on this basis.
  2. We also recommend the landlord considers communicating with the resident prior to future repair appointments to consider how it may combine multiple appointments to minimise disruption to her.