Orbit Housing Association Limited (202341077)

Background

1. The resident was temporarily moved from her property around February 2023 after a burst water tank flooded the property. She chased repair work in May, June and July 2023. The landlord eventually completed all necessary repairs and safety inspections by 17 October 2023. 

What the complaint is about

2. The complaint is about the landlord’s handling of a temporary move.

Our decision (determination)

3. The complaint was resolved with our intervention.

We have made a recommendation for the landlord to put things right.

Summary of reasons

4. At the end of the complaints process, the landlord offered additional compensation of £4,343.08, taking the total compensation to £4,974.08. This was in addition to £525 weekly decant payments the resident had received from 27 February 2023 to around 24 May 2023 (approximately £6,300).
5. We contacted the landlord as the stage 2 complaint response sent 16 November 2023 only considered compensation for 13.5 weeks the resident was decanted. However, the resident was unable to return to her property until around mid-October 2023, a decant period of approximately 22.5 weeks, a further 9 weeks.
6. Following our intervention, the landlord has offered to pay the resident a further £2362.50 in compensation to cover the additional 9 weeks. This would bring the total payment offered to the resident to £13,636.50. Both parties have agreed to this as a resolution to the complaint.
7. Following our intervention, the landlord has agreed to take actions to remedy the matters. Subject to the landlord paying the compensation, we are satisfied the complaint will be resolved reasonably.

Recommendations

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