Habitare Homes Limited (202404849)

Background

1. The resident reported repairs to the landlord a week after she moved into her new-build property in September 2024. The landlord passed the repairs to the builderresponsible for the repairs.

What the complaint is about

2. The complaint is about the landlord’s response to the resident’s:
   1. Reports of repairs at the property.
   2. Complaint.

Our decision (determination)

3. The complaint has been resolved with our intervention.

Summary of reasons

4. At the end of the complaints process the landlord apologised but did not offer the resident any compensation. She remained dissatisfied and asked us to investigate the matter.
5. We contacted the landlord on 10 March 2026 and provided a summary of our understanding of the events. This included comments about the delays the resident experienced with the repairs she reported and its stage 2 response.
6. Following our intervention the landlord agreed to pay the resident £200 compensation. Both parties agreed this as a resolution to the complaint.
7. We are therefore satisfied following our intervention, the landlord agreed to take appropriate action to remedy issues and resolve the complaint satisfactorily.

Putting things right

Recommendations

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