Newcastle City Council (202330820)

Background

1. In December 2022 the resident applied to let a property that had previously been occupied by his family members. The application was initially refused. In March 2023 the landlord told the resident he could let the property when modernisation works had been completed. In November 2023 the landlord said there was no evidence the property had been offered to the resident and he was not able to let it. This led to the resident making his complaint.

What the complaint is about

2. The complaint is about the landlord’s handling of a property offer.

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 acknowledged the resident had received poor service and apologised.
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 £400 compensation for the distress and inconvenience caused by its handling of the property offer. It also made an undertaking to support the resident to find a property closer to his family. 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.