Stonewater Limited (202340473)

Background

1. The resident reported she was experiencing damp and mould in her property in October 2022. The landlord completed an inspection in December 2022 and raised remedial works that were ineffective. The resident continued to report problems with damp and mould during 2023 and said her personal belongings had been damaged. At the time of making her complaint in June 2023, the issue was unresolved.

What the complaint is about

2. The landlord’s response to reports of 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 offered the resident £1,446.15 compensation. The resident had moved from the property at this stage.
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.
6. Following our intervention, the landlord offered to pay the resident a further £500 compensation. Both parties agreed to this as a resolution to the complaint.
7. We are therefore satisfied that, following intervention, the landlord has agreed to take actions to remedy the matters.
8. Subject to the landlord paying the compensation, we are satisfied the complaint will be resolved satisfactorily.

Putting things right

Recommendations

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