Livv Housing Group (202504238)

Background

1. During March 2025 the resident experienced a leak from her boiler which was resolved by the landlord. After the incident she requested compensation for damage caused to her floor and belongings. The resident is disabled.

What the complaint is about

2. The complaint is about the landlord’s response to the resident’s request for compensation following a leak from the boiler.

Our decision (determination)

3. There was no maladministration in the landlord’s response to the resident’s request for compensation following a leak from the boiler.

Reasons

4. The landlord’s repairs policy says it will respond to emergency repairs, including significant water leaks, within 24 hours. It says it will not pay compensation where a failure of service is the result of unforeseen circumstances. Its compensation policy says residents should arrange their own home contents policy to cover them for loss or damage to personal possessions.
5. On Saturday 1 March 2025 the resident contacted the landlord to report the leak. It attended the same day and turned the water off to make safe. It also appropriately provided temporary heaters. The repair was fully completed on Monday 3 March 2025. In her email to the landlord of 8 March 2025 the resident made it aware of her disability. It appropriately confirmed it had updated its records. In her telephone call to us of 17 April 2026 the resident said that during the weekend she had water in the bathroom but not in the kitchen. She said she’d to transfer water from room to room for cooking which she found difficulty due to her disability. She said she was upset about the lack of support provided by the landlord.
6. The resident requested compensation for damage caused by the leak. The landlord advised her to claim on her household contents insurance because there was no failure of service. In her complaint of 8 March 2025 the resident said she was unhappy at having to pay the excess on her insurance policy. She felt the landlord had failed in its duty of care and that had it been more proactive she would not have been out of pocket. However, there’s no evidence that the landlord could’ve foreseen the leak or that it arose due to a failure of service. Therefore, its response was appropriate and in line with its repairs policy.
7. The landlord’s complaint responses concluded there was no failure of service in its response. There’s no evidence that the leak was caused by an act or omission by the landlord. It responded in line with its repairs policy, provided temporary heaters and ensured the resident had water, albeit limited, until it resolved the repair on the first working day.  We acknowledge the incident caused distress and inconvenience to the resident. However, taking these factors into account, and the incident occurring out of hours, we consider that the landlord’s response was reasonable in the circumstances.