ForHousing Limited (202335161)

Background

1. On 3 August 2023 the resident reported water marks had appeared on his ceiling. The following day the resident reported the water marks were getting worse and he believed there was a leak from the neighbour’s flat above. The landlord attended the same day and was unable to gain access to the neighbours flat. The resident complained to the landlord on 23 October 2023 and said the situation had not been resolved.

What the complaint is about

2. The landlord’s response to reports of a leak and the associated repairs.

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 £200 compensation. It also committed to completing the works required to put things right.
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 £400 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.