Hyde Housing Association Limited (202328523)

Background

1. The resident reported a leak in her property in September 2023. The landlord stopped the leak. The resident complained on 4 September 2023 that it took too long for the landlord to respond, and it did not replace a carpet damaged by the leak.

What the complaint is about

2. The complaint is about the landlord’s handling of repairs following a leak in the resident’s property.

Our decision (determination)

3. The complaint has been resolved with our intervention.

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

Summary of reasons

4. The landlord’s records show it repaired a leak in the resident’s property in September 2023, but she remained unhappy at how long it took and that the leak had damaged her carpet. The landlord apologised and offered £150 compensation for the time taken to repair the leak but said she would need to make an insurance claim for her carpet. The resident remained dissatisfied and asked us to investigate its handling of her complaint. 
5. In December 2024 the resident contacted us and said the landlord had arranged to replace the damaged carpet that month, but it did not happen. We contacted the landlord on 19 November 2025 and provided it with a summary of our understanding of events. This included some comments on areas that the landlord could have handled better and what it could do to resolve the resident’s complaint.
6. Following our intervention the landlord accepted it had failed to replace the carpet as it agreed to do in 2024. The landlord agreed it would apologise to the resident, increase the compensation payment to £400, and arrange for its contractor to replace the carpet. The landlord also agreed to inspect the property due to the resident’s concerns regarding the pipework and the possibility of further leaks. Both parties agreed to this as a resolution of the complaint.
7. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy matters which resolve the complaint satisfactorily.

Putting things right

Recommendations

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