One Manchester Limited (202525933)

Background

1. The tenancy started in 2008 and the kitchen was replaced in July 2008. The resident complained that, despite her kitchen showing signs of age, it had not been replaced while other tenants received new kitchens. Furthermore, the landlord had previously promised a renewal but failed to provide clear or accurate information about when this would happen.

What the complaint is about

2. The complaint is about the landlord’s handling of the resident’s request for a replacement kitchen.

Our decision (determination)

3. There was reasonable redress in the landlord’s handling of the resident’s request for a replacement kitchen.

Reasons

4. Social landlords are required to ensure their properties meet the Decent Homes Standard. This government guidance sets out minimum standards for housing. A property would fail to meet the minimum standard criteria if:
   1. There are any category 1 hazards in the property.
   2. One or more key building components are old and need replacing because of their condition.
   3. The property lacks reasonably modern facilities. For example, a kitchen would be considered reasonably modern if it was 20 years old or less.
5. A property condition survey was carried out in June 2023. It confirmed the kitchen was in line with its age and programmed for renewal in the financial year 2026 to 2027. This was in line with the Decent Homes Standard requirement that kitchens be under 20 years old.
6. In July 2025 the landlord inspected the property to assess the kitchen. The landlord concluded that the kitchen was generally serviceable with minor wear consistent with its age. The landlord was entitled to rely on the opinion of its qualified staff in this situation and therefore its response was appropriate.
7. In its stage 1 response, the landlord clearly explained why the kitchen was not due for renewal. It also set out why comparisons with other properties did not demonstrate unfair treatment. It confirmed that renewal decisions were based on condition, age, and overall need. As a good will gesture it said it would bring forward the planned renewal forward from 2028 to late 2026. It acknowledged that it had previously provided inaccurate information about renewal timescales. It apologised, clarified the correct timeframe, and offered the resident £100 compensation to recognise the inconvenience caused. At stage 2, the landlord reiterated the stage 1 outcome, confirming that the decision not to replace the kitchen sooner was supported by the property’s condition and relevant standards.
8. Overall, the landlord acted reasonably by providing clear explanations and apologised where service fell short. It also offered compensation, in line with our compensation guidance, and identified learning to improve future communication. Therefore it took proportionate steps to put things right.

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.

Recommendations

Our recommendations are not binding, and a landlord may decide not to follow them.