Octavia Housing (202334918)

Background

1. In October 2023 the resident reported a repair to the ceilings and walls in her bedroom. She said the ceiling had fallen in some places and other areas looked unstable. When the resident raised her complaint to the landlord the repairs were outstanding. In the landlord’s response to the complaint it acknowledged there had been delays in it addressing the repairs. It offered the resident compensation. It agreed to complete the plastering and decoration works and later did in or around September 2025.

What the complaint is about

2. The complaint is about the landlord’s handling of the repairs to the walls and ceilings.

Our decision (determination)

3. The complaint was resolved with our invention.

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 £1,043.80 compensation. This was in recognition of the time it had taken to complete the repair and the delay in it providing its stage 2 complaint response.
5. After the complaints process, the landlord offered the resident an additional £350 compensation.
6. We contacted the landlord 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.
7. Following our intervention, the landlord offered to pay the resident a further £2,704.90. It also agreed to write with the resident to apologise for the issues she experienced.
8. Both parties agreed to this as a resolution to the complaint.
9. We are therefore satisfied that, following intervention, the landlord has agreed to take actions to remedy the matters.
10. Subject to the landlord paying the compensation, we are satisfied the complaint will be resolved satisfactorily.

Putting things right

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