One Manchester Limited (202408817)

Background

1. In 2024 the resident complained about the time taken to rectify defects in her home. She was also unhappy about an error in her direct debit payments in December 2023.

What the complaint is about

2. The complaint is about the landlord’s response to the resident’s concerns about:
   1. New home defects.
   2. Direct debit payments.

Our decision (determination)

3. The complaint was resolved with our intervention.

Summary of reasons

4. The landlord apologised to the resident for the delay in its handling of the repairs and a direct debit error in December 2023.
5. At the end of the complaints process, the landlord offered £600 compensation and completed some repairs. It offered a further £1,000 after the complaints process.
6. 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.
7. Following out intervention, the landlord agreed to provide the resident with an apology for the delay and a total compensation payment of £1,600. It also agreed to complete the following minor repairs identified in 2024:
   1. Repair the pointing work above the patio doors.
   2. Repair the cracks in the skirting board and at the top of the stairs.
   3. Put a permanent plastic battery back on the thermostat.
8. The landlord also agreed to complete the following repairs reported after the 2024 complaint:
   1. Investigate the smell from the drain.
   2. Repair the stiff kitchen window handle.
   3. Repair the window seal in the upstairs back room.
   4. Repair the outside lights.
   5. Repair the window handle in the ensuite.
9. Both parties agreed to this as a resolution to the complaint.
10. We are therefore satisfied that, following intervention, the landlord has agreed to take actions to remedy the matters.
11. Subject to the landlord completing the above actions, we are satisfied the complaint will be resolved.

Putting things right

Recommendations

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