Moat Homes Limited (202526732)

Decision
Case ID	202526732
Decision type	Investigation
Landlord	Moat Homes Limited
Landlord type	Housing Association
Occupancy	Shared Ownership
Date	27 February 2026

Background

The resident lives in a block of flats owned and maintained by the landlord. He complained about its handling of reports of roof leaks and the internal repairs. He has asthma and his daughter uses an inhaler, which the landlord is aware of.

What the complaint is about

The complaint is about the landlord’s handling of the resident’s:
1. Reports of roof leaks and subsequent repairs.
2. Complaint.

Our decision (determination)

We have found:
1. Maladministration in the landlord’s handling of reports of roof leaks and subsequent repairs.
2. No maladministration in the landlords handling of the complaint.

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

Summary of reasons

Reports of roof leaks and subsequent repairs

The landlord conducted inspections that revealed roof leaks and subsequent repairs, but it failed to take timely action or find a lasting solution. Its communication was also poor.

The complaint

There were minor delays in the landlord’s complaint handling. These caused no detriment to the overall outcome.

Putting things right

Where we find service failure, maladministration or severe maladministration we can make orders for the landlord to put things right. We have the discretion to make recommendations in all other cases within our jurisdiction.

Order	What the landlord must do	Due date
1	Compensation order The landlord must pay the resident £750 for distress and inconvenience for the further delays following its final response. This must be paid directly to the resident by the due date. The landlord must provide documentary evidence of payment by the due date. The landlord may deduct from the total figure any payments it has already paid.	No later than 27 March 2026
3	Inspection order The landlord must contact the resident to arrange an inspection. It must take all reasonable steps to ensure the inspection is completed by the due date. The inspection must be completed by someone suitably qualified to complete an inspection of the type needed. If the landlord cannot gain access to complete the inspection, it must provide us with documentary evidence of its attempts to inspect the property no later than the due date. What the inspection must achieve The landlord must ensure that the surveyor: inspects the roof and any internal damage including damp and mould, produces a written report with photographs a copy of the report must be provided to us and the resident by the due date The survey report must set out: whether the property is fit for human habitation and whether there are any hazards whether the landlord is responsible to repair or resolve the issue together with reasons where it is not responsible a full scope of works to achieve a lasting and effective repair to the issue (if the landlord is responsible) the likely timescales to commence and complete the work if it cannot complete the works by the expected date and it must provide a revised timescale of when it will finish the works and provide this update to us and the resident	No later than 27 March 2026

Order

What the landlord must do

Due date

Compensation order

The landlord must pay the resident £750 for distress and inconvenience for the further delays following its final response.

This must be paid directly to the resident by the due date. The landlord must provide documentary evidence of payment by the due date.

The landlord may deduct from the total figure any payments it has already paid.

No later than

27 March 2026

Inspection order

The landlord must contact the resident to arrange an inspection. It must take all reasonable steps to ensure the inspection is completed by the due date. The inspection must be completed by someone suitably qualified to complete an inspection of the type needed.

If the landlord cannot gain access to complete the inspection, it must provide us with documentary evidence of its attempts to inspect the property no later than the due date.

What the inspection must achieve

The landlord must ensure that the surveyor:

inspects the roof and any internal damage including damp and mould, produces a written report with photographs
a copy of the report must be provided to us and the resident by the due date

The survey report must set out:

whether the property is fit for human habitation and whether there are any hazards
whether the landlord is responsible to repair or resolve the issue together with reasons where it is not responsible
a full scope of works to achieve a lasting and effective repair to the issue (if the landlord is responsible)
the likely timescales to commence and complete the work
if it cannot complete the works by the expected date and it must provide a revised timescale of when it will finish the works and provide this update to us and the resident

No later than

27 March 2026

Our investigation

The complaint procedure

Date	What happened
Unknown	The resident complained to the landlord about its handling of roof leaks and internal damage. He said the leak returned in December 2022 and he reported it immediately. He said that several attempts to find and repair the leak failed, even with a specialist contractor. He stated the leak appeared resolved in April 2024 and it started remedial works by removing damaged plaster boards. He explained, before works could continue the leak reappeared and it put the work on hold. He said the situation was having an effect on the family’s wellbeing and left him with a “barely functioning” bathroom.
17 February 2025	The landlord sent its stage 1 complaint response. It explained it attended on 14 January 2025 and found 3 points of water ingress. It booked a leak specialist and roofer for 26 February 2025. It said it would start internal repairs once the leaks were resolved and made plans for a contractor to test this. It accepted full responsibility for the internal work. It noted it had responded to earlier complaints where it awarded compensation for inconvenience and running a dehumidifier. It arranged a follow up call for 3 March 2025.
23 April 2025	The resident called the landlord to discuss his complaint, it raised a call back. He later expressed his frustration on its online chat about poor communication. It escalated the complaint to stage 2.
29 May 2025	The landlord sent its stage 2 complaint response to the resident. It acknowledged the property’s long history of roof leaks. It said it inspected the roof on 26 February 2025 and booked repairs for 25 May 2025. It explained the delay was due to sourcing materials, complexity of repairs and the need for a specialist contractor. Internal works were paused until the roof was watertight. Once complete, it would inspect and repair the electrics, bathroom and living area. It planned to follow up on 20 June 2025 to confirm the leak was resolved. It noted internal works were usually the resident’s responsibility but agreed to complete them as a goodwill gesture. It offered £150 compensation for time and effort, acknowledging the significant impact on the resident.
Referral to the Ombudsman	The resident was unhappy with the landlord’s final response and asked us to investigate. He said he had to chase repeatedly and felt the repair quality was poor. He said he lived with damp and mould which affected his family’s health. He also said some repairs remained outstanding. He wanted the works completed, increased compensation and a sincere apology.

What we found and why

The circumstances of this complaint are well known by the parties involved, so it is not necessary to detail everything that’s happened or comment on all the information we’ve reviewed. We’ve only included the key information that forms the basis of our decision of whether the landlord is responsible for maladministration.

Complaint	Reports of roof leaks and subsequent repairs
Finding	Reasonable redress

What we did not investigate

The resident was concerned about the effect of damp and mould on his and his daughter’s health. He also said the situation caused stress and affected the family’s mental wellbeing. The courts are best placed to deal with these types of disputes as they will have the benefit of independent medical advice to decide on the cause of illness or injury and how long it will last. We have not investigated this further. We can. however, decide if a landlord should pay compensation for distress and inconvenience.

What we did investigate

The landlord provided limited evidence in relation to this case which has affected our ability to accurately assess the timeline of events. This indicates a record keeping failure. Our investigation has relied on the available evidence.
The resident first reported roof leaks to the landlord in December 2019. The Landlord and Tenant Act 1985, requires landlords to keep the structure and exterior, including the roof, in good repair. The evidence shows it carried out inspections and repairs over the next 4 years.
It is unclear when the leaks first returned. Inspections in March and April 2024 found multiple roof defects that could cause water ingress. Water testing confirmed leaks in several areas. It also identified internal damage to walls and ceilings in the hallway cupboards, bathroom and living area and issues with the electrics. The report concluded the lead and slate on the affected side of the roof needed full replacement. It did not appear to act on this recommendation, and it is unclear what action followed. It raised jobs for a mould wash, stain block and internal repairs, but there is no evidence of completion. It failed to act in line with its 21 day repairs policy. This likely contributed to worsening internal damage and the residents frustration.
Following the resident’s complaint to the landlord, records fail to show that the promised leak specialist and roofer attended on 26 February 2025. The resident said a contractor attended on 28 February 2025 for testing, but the outcome of this is unknown. Records then show no action for 3 months. It explained this delay was due to obtaining materials, complexity of repairs and the need for a specialist contractor in its complaint response. This was satisfactory given the repair complexity. However, it could have considered temporary solutions, such as covering the affected area of the roof or applying an internal patch as the delay likely caused further damage.
The resident repeatedly raised concerns about the impact of damp and mould on his and his daughter’s health. The landlord failed to acknowledge this and gave no reassurance it had taken these concerns seriously, considered any hazards and did not demonstrate any learning.

The landlord confirmed roof repairs took place on 19 May 2025. It is unclear if it carried out the promised water test, and it said it could not confirm the repairs success due to lack of rain. On the 21 May 2025, the resident reported the coping stones were missing and internal works were outstanding. It said it was waiting for confirmation the leak had stopped before progressing. This was reasonable, but it could have provided an estimated timescales to provide certainty. It failed to acknowledge the missing roof works, demonstrating poor communication.

In the landlord’s final response to the resident, it said all roof repairs were completeby 25 May 2025. However, it is unclear when internal repairs took place, though the resident says they are now finished. He said the missed section of the roof remains outstanding, and leaks have reoccurred since December 2025.
The landlord awarded £150 for time and effort. The evidence shows it had already paid £932 for roof‑repair failures and dehumidifier costs from November 2022 to September 2024. We have not seen evidence of its earlier complaint responses. Given its knowledge of the long history of leaks, continued delays, and fact that the leak has returned, it has failed to provide a lasting repair. We have therefore made a failure finding and ordered additional compensation for the further delays.

Complaint	The complaint
Finding	No maladministration

The landlord’s complaint policy at the time of the complaint complies with the definition of a complaint in the Code (April 2024). The timescales in the landlord’s complaint procedure complied with the Code.
The landlord issued its stage 1 response and stage 2 acknowledgement 1 working day later than its policy of 10 and 5 working days respectively. While the landlord failed to identify minor delays in its complaint handling, these were minimal and did not affect the overall outcome.
There were some inaccuracies in the landlord’s stage 2 complaint response, including the date of escalation. Landlords must ensure accuracy in complaint responses. Given the failings were minor, we have not made a failure finding but have highlighted this as a learning point.

Learning

General learning

Landlords must ensure accuracy of information in complaint responses to avoid confusion.

Knowledge information management (record keeping)

The landlord’s lack of evidence made it challenging to assess the timeline of events. Accurate records must be kept and shared during investigations. It should view our spotlight report on knowledge and information management.

Communication

Landlords must maintain clear communication with residents, so they are aware of actions taken and progression of queries and repairs.