Hyde Housing Association Limited (202333799)

Background

1. On, or around, 7 July 2023 the resident complained to the landlord about blocked drains and rats outside their property. They said the landlord had failed to take action to resolve their reports about these issues. The landlord issued its final response on 21 November 2023. At that time, the landlord had taken some actions but had not fully resolved the resident’s issues. The resident has since told us the landlord has completed all outstanding actions.

What the complaint is about

2. The complaint is about how the landlord responded to reports of blocked drains and pests.

Our decision (determination)

3. The complaint was resolved with our intervention.

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

Reasons

4. In its final response the landlord had offered £400 compensation. We spoke to the resident who felt the landlord should pay them more compensation. This was to recognise the additional distress and inconvenience they had experienced while waiting for it to resolve their issues. The resident said they would like the landlord to reimburse them for costs they incurred due to pest control.
5. We contacted the landlord on 10 November 2025 and provided it with a summary of our understanding of the complaint. We explained the resident was seeking to resolve their complaint.
6. Following our intervention, the landlord agreed to pay the resident an additional £200 compensation. It also agreed to reimburse £180 the resident had paid to the pest control company.
7. Subject to the landlord providing agreed resolution, we are satisfied the complaint is resolved satisfactorily.

Putting things right

Recommendations

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