Leeds Federated Housing Association Limited (202524211)

Background

1. During the period 2023 to 2025 the resident contacted the landlord to request repairs to a leaking shower. Members of her household have autism.

What the complaint is about

2. The complaint is about the landlord’s response to the resident’s request for repairs to a leaking shower.

Our decision (determination)

3. There was maladministration in the landlord’s response to the resident’s request for repairs to a leaking shower.

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

Reasons

4. The landlord’s repairs policy says it aims to get repairs right first time and to complete them within 12 days.
5. The landlord’s repair logs show that it raised various repairs to the shower between 2023 to 2024. Its response to each repair was generally in line with the timescale set out in its repairs policy.
6. During January 2025, the resident reported that the leak was ongoing. The landlord raised an order to renew the sealant to the shower tray. The resident made another report during March 2025. The landlord carried out an inspection later that month. It raised follow on works to trace and resolve the leak.
7. The landlord’s stage 1 complaint response of 21 May 2025 said its surveyor would post inspect works on 13 June. It said it could not guarantee to fix repairs first time. However, it acknowledged the inconvenience caused by the ongoing issue and offered £100.
8. On 23 June 2025 the resident asked the landlord to escalate her complaint. She said the disruption caused by being told not to use the shower, and the number of people visiting, had caused distress and inconvenience. She said it was particularly difficult for members of her family who had autism. This was because they used the shower as part of their daily routine. She said the overall repair took too long and she was concerned about associated mould growing in an access hatch between the main bedroom and the ensuite.
9. Following its attendance on 2 June 2025 the landlord raised follow on works to install an access panel and refit insulation. This was completed on 24 June 2025. Works were post inspected on 25 June 2025, revealing a loose tile and cracked grout. Follow on works were raised, including replacing damaged wall plasterboard and renewing tiling.
10. The landlord’s stage 2 complaint response of 24 July 2025 acknowledged the resident had experienced an “extended period of disruption.” It said that as a result, it had authorised extensive repair and replacement works to ensure a permanent resolution. It provided further details in its response. It also agreed to carry out professional cleaning of the carpet which was wet. It said its damp surveyor had attended on 7 July 2025 and had addressed any concerns. While this was positive, it’s unclear what these were which is a record keeping failure. It repeated its offer of £100 compensation made at stage 1.
11. Works to the shower were carried out during August 2025 and all associated works fully completed around 12 September 2025. This was over 2 years since the landlord was first put on notice of the leak in June 2023. We acknowledge that the landlord’s response to each individual repair was reasonable. However, the overall time taken to trace and fully resolve the leak was unreasonably delayed. It caused distress and inconvenience to the resident who had to repeatedly raise repairs over a prolonged period. Furthermore, there’s no evidence that it considered the impact on the resident and her household based on their individual needs.
12. We do not consider that the landlord’s offer of compensation was proportionate to the detriment caused to the resident and her household. Our compensation guidance says that payments of £100 and above are appropriate to put right failings which adversely affected the resident. In ordering £500 compensation, we have considered the distress and inconvenience caused to the resident and her household by the landlord’s failures. The landlord may deduct the £100 it offered if this has already been paid.

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.

Orders

Landlords must comply with our orders in the manner and timescales we specify. The landlord must provide documentary evidence of compliance with our orders by the due date set.