Stevenage Borough Council (202314292)

Background

1. The resident reported a leak from the roof along with damp and mould in January 2023. As the block was within the developer’s warranty period, the landlord asked the developer to carry out the repairs. The developer was initially unresponsive but the landlord carried out the repair works in May 2023. The resident was unhappy with how long the work had taken. She no longer lives at the property.

What the complaint is about

2. The complaint is about the landlord’s response to damp and mould.

Our decision (determination)

3. The complaint was resolved with intervention.

We have made recommendations for the landlord to put things right.

Summary of reasons

4. At the end of the complaints process, the landlord explained that the developer had competed the works. It committed to monitor the repair.
5. We contacted the landlord and provided it with a summary of our understanding of events. This included some comments on areas that could have been handled better and what the landlord could do to resolve the resident’s complaint. This included delays in the work being completed by the developer and a lack of consideration of redress during the internal complaints procedure.
6. Following our intervention, the landlord offered to apologise to the resident and pay the resident £500 compensation.
7. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy the matters. Subject to the landlord apologising to the resident and paying the compensation, we are satisfied the complaint will be resolved satisfactorily.

The complaint has been resolved with intervention on the basis the landlord follows our recommendations.