One Vision Housing Limited (202340901)

Decision
Case ID	202340901
Decision type	Investigation
Landlord	One Vision Housing Limited
Landlord type	Housing Association
Occupancy	Leaseholder
Date	27 March 2026

Background

1. The resident complained that the landlord failed to keep communal areas of the block clean. Following the landlord’s initial complaint response, he complained that it had failed to address a number of outstanding works in communal areas. He also complained about the level of his service charge.To resolve his complaint, he would like the landlord to clean communal areas to a higher standard and complete outstanding works.

What the complaint is about

2. The complaint is about how the landlord handled the resident’s reports of:
   1. Disproportionately high service charges.
   2. Outstanding communal repairs.
   3. A poor standard of cleanliness in communal areas.
3. We have also considered the landlord’s complaint handling.

Our decision (determination)

4. We have found that:
   1. There was maladministration in how the landlord handled the resident’s reports of outstanding communal repairs.
   2. There was service failure in how the landlord handled the:
      1. The resident’s reports of a poor standard of cleanliness in communal areas.
      2. The complaint.
   3. The resident’s reports of disproportionately high service charges are not within our jurisdiction to investigate.

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

 

Summary of reasons

5. The landlord exceeded its repairs timescales in addressing the resident’s reports of issues with the communal entrance locking mechanism. It delayed in addressing his reports of faulty windows in communal areas and failed to update him on the progress of repairs. It also failed to address his 19 January 2024 reports of ongoing communal entrance issues, damp in communal areas, faulty flagstones, a damaged boundary wall, and intercom system issues.
6. The landlord missed opportunities to more thoroughly satisfy itself of the standard of cleanliness in communal areas to address the resident’s reports. It also failed to attend scheduled window cleaning appointments on 4 occasions.
7. The landlord failed to raise a stage 1 complaint to address the resident’s 19 July 2023 email expressing dissatisfaction with its services.
8. Our Scheme states we may not investigate complaints about the level of service charges. We have determined that the resident’s complaint that his charge is too high is not within our jurisdiction to investigate as it is better suited to consideration by the First Tier Tribunal.

 

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.

Order	What the landlord must do	Due date
1	Apology order The landlord must apologise in writing to the resident for the failures identified in this report. The landlord must ensure: The apology is specific to the failures identified in this decision, meaningful and empathetic It has due regard to our apologies guidance.	No later than 24 April 2026
2	Compensation order The landlord must pay the resident £350 made up of: £300 for inconvenience caused by its omissions in its handling of his reports of outstanding communal repairs £50 for its failure to raise a stage 1 complaint in July 2023 All compensation must be paid directly to the resident by the due date. The landlord must provide documentary evidence of payment by the due date.	No later than 24 April 2026
3	Inspection order    The landlord must contact the resident to arrange an inspection. It must take all reasonable steps to ensure the inspection is completed by the due date. The inspection must be completed by a suitably qualified person.   What the inspection must achieve    The landlord must ensure that the surveyor inspects communal areas for the following potential issues: damp and mould entrance door faults faulty flagstones faulty boundary wall faults affecting the resident’s internal intercom faulty windows poor standard of cleaning The surveyor must also produce a written report with photographs. The survey report must set out whether there is: damp and mould in communal areas communal entrance door faults faulty flagstones faulty boundary wall issues affecting the resident’s internal intercom poor standard of cleaning whether the landlord is responsible to repair or resolve the issue(s) together with reasons where it is not responsible a full scope of works to achieve a lasting and effective resolution to the issue(s) (if the landlord is responsible) the likely timescales to commence and complete the work	No later than 24 April 2026

Recommendations

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

Our recommendations
The landlord should provide its position on the resident’s request for it to install motion sensors and LED bulbs in communal areas.

 

Our investigation

The complaint procedure

Date	What happened
19 July 2023	The resident complained that: contractors left dust in communal areas following previous works the landlord had failed to clean internal windows since 2020 the communal front door bolt was faulty and regularly became stuck
17 October 2023	The resident complained that the landlord had failed to: clean his external windows clean the communal hallway windows repair the stuck communal hallway window
26 October 2023	The landlord issued a stage 1 complaint. It explained that: it had visited the block on multiple occasions since the resident had reported issues and found it was cleaned to a good standard it considered it had addressed all outstanding repairs but that the resident should raise any further issues with its repairs team repairs like guttering were on a programme and addressed on a cyclical basis
16 January 2024 and 19 January 2024	The resident escalated his complaint to stage 2. He complained that the landlord had failed to: repair the communal front door bolt properly clean communal areas, especially internal and external windows fit communal hallway lights with LED bulbs and a motion sensor to reduce service charge costs repair windows in the communal hallway windows to ensure they could open correctly install double glazed panes in the recently replaced windows address damp throughout communal areas repair flagstones which were lifting up and presenting a tripping hazard repair the collapsing garden wall repair his internal intercom system The resident acknowledged he had historically complained about these issues but did not escalate his concerns to stage 2 within the deadline set out in the historical stage 1 response.
2 February 2024	The landlord issued a stage 2 response. It reiterated the position set out at stage 1. It also explained that: there were no outstanding communal repairs the resident should raise any repairs with the customer contact centre
Referral to the Ombudsman 7 March 2024	The resident complained the landlord had failed to address the following issues: inappropriately high service charges faulty front door lock poor standard of cleaning in communal areas lack of drain and guttering clearing and maintenance communal lights being left on or permanently switched off damp in communal areas faulty flagstones collapsing boundary wall faulty intercom system in his property To resolve his complaint, he explained he wanted reduced service charges and for the landlord to complete outstanding works.

 

What we found and why

The circumstances of this complaint are well known by the parties involved, so it is not necessary to detail everything that’s happened or comment on all the information we’ve reviewed. We’ve only included the key information that forms the basis of our decision of whether the landlord is responsible for maladministration.

Complaint	How the landlord handled the resident’s reports of outstanding communal repairs
Finding	Maladministration

9. The landlord’s repairs policy for leaseholders sets out that it is responsible for all external repairs and for repairs to common areas within and around the block. It is responsible for repairs to communal entrances, but not for repairs to leaseholder’s individual entrance doors. When repairs are delayed the landlord is required to inform leaseholders of expected timescales to complete the works.

Faulty front door lock

10. The landlord’s repairs policy does not explicitly set out timescales for communal entrance repairs. However, based on its definition of routine repairs, we consider this repair falls under the routine category. Therefore, the landlord was obligated to address issues with the communal entrance within 20 working days of a report.
11. The resident first reported issues with the communal door lock on 11 August 2022. The landlord’s records note that the lock was sticking during periods of warm weather. It raised works to check this and noted it completed these works on 18 August 2022. However, it did not log what specific action it took to do so. We expect landlords to keep a clear audit trail of actions taken in relation to repairs issues.
12. The resident then reported that the door was still malfunctioning on 2 September 2022. Therefore, we do not consider the landlord had reasonably satisfied itself that it resolved the issue with the locking mechanism at the 18 August 2022 visit. We note, however, that the landlord replaced a fuse to the communal intercom at the 2 September visit and observed that it had fixed the issue. Therefore, the evidence indicates it made reasonable attempts to repair the issue within its 20 working day timescale.
13. The resident then reported further issues with the locking mechanism on 16 September 2022. On 11 November 2022 the landlord replaced the top lock of the communal door and noted that it had resolved the issue. There were no further reports of issues by any residents within the block for the following 7 months. Therefore, we consider this repair was likely successful in addressing the specific issue affecting the communal entrance at this stage. However, we note the landlord exceeded its repairs timescales here by 19 working days. There is also no indication that it kept the resident updated about the progress of the repair as per its policy.
14. On 19 July 2023 the resident reported that the locking mechanism was continuing “to stick”. The landlord took no action in relation to this report for the following 5 months. There is no explanation within the records to justify this delay, and therefore we consider it was unreasonable. On 6 December 2023 the landlord attended and adjusted the lock. It noted this had restored the functionality of the communal entrance. Given the resident raised this on 19 July 2023, the landlord exceeded its routine repairs timescales here by 80 working days.
15. The resident reported the same issues with the locking mechanism in his 19 January 2024 stage 2 escalation. The landlord then failed to acknowledge this or make any further attempts to address the issue. Under the occupancy agreement it is responsible for repairing any issues with the communal door. Therefore, it failed to fulfil its obligations here following the resident’s latest report of continuing issues with the locking mechanism. To put this right, we have ordered it to inspect the communal entrance and raise any required works.

Drain and guttering maintenance

16. The landlord’s repairs policy sets out that it is responsible for maintaining the exterior drains and gutters of the block. Its cleaning services contract does not set out any obligation to clean out gutters on a regular basis.
17. The resident first reported concerns about the drains and gutters in his stage 2 escalation of 19 January 2024. He complained that the landlord did not clean either on a regular basis and only did so upon request. He noted that clogged gutters had caused historical flooding into a neighbour’s property.
18. In its stage 2 response the landlord advised that it cleaned gutters on a cyclical basis. The resident did not report an active or contemporaneous repairs issue with the drains or gutters in his stage 2 escalation, or at any stage after this. While the landlord is responsible for addressing repairs issues with the drains and gutters, it was not obligated to regularly clean either facility. Therefore, the landlord appropriately addressed the resident’s concerns about the gutters and drains.

Communal lighting

19. The landlord was responsible for repairing any issues with lighting in communal areas. We can see that it replaced a number of lamps on both floors of the block on 13 and 15 September 2022. On 28 September 2022 the resident reported that the lights were staying on permanently in communal areas. The landlord then adjusted the lights “from override to photocell” on 3 October 2022 and noted this had resolved the issue. Therefore it addressed the resident’s report of the lighting issues within its 20 working day routine repair timescale. These repairs appear to have been successful as there were no further reports of issues until January 2024.
20. In his 19 January 2024 stage 2 escalation the resident complained that the landlord should install motion sensors on the lights instead of the current timer system in place. He explained this should then reduce his service charge. The resident did not report any actual repairs issues with the lights. Therefore, the landlord was not obligated to raise any works in response to this, or to install LED bulbs and motion sensors. We note, however, that it should have addressed this request and set out its position, and have recommended that it does so.

Damp in communal areas

21. The resident reported damp throughout communal areas in his 19 January 2024 email. We can see no indication the landlord addressed this report or raised any works to inspect communal areas. It is responsible for addressing issues like damp and mould within communal areas. Therefore, it should have raised works to inspect these areas in response to the report and determined whether it was obligated to complete any repairs. It failed to do so here. To put this right, we have ordered it to inspect communal areas for damp and mould.

Faulty flagstones and boundary wall

22. In his 19 January 2024 email the resident reported that recently repaired flagstones on the front path into the block were crumbling posing a tripping hazard. He also reported that the boundary wall in the communal garden was crumbling. The landlord was responsible for repairing any issues with the front path and boundary wall as per its repairs policy. However, it failed to acknowledge these reports or raise any associated works. Therefore, we have ordered it to inspect the flagstones and boundary wall and raise works to address any issues identified.

Faulty intercom system

23. The landlord failed to address the resident’s 19 January 2024 report that his front door intercom system was not working. His intercom is connected to the communal intercom on the main entrance. Therefore, issues with his intercom may be caused by issues affecting the communal intercom. The landlord is responsible for addressing issues with the communal intercom as per its repairs policy. Therefore, it should have carried out some kind of inspection to determine whether it was responsible for repairing any issue with the resident’s own system. We have therefore ordered it to do so.

Faulty communal windows

24. The resident first reported a communal hallway window was stuck and unable to close on 17 October 2023. However, the landlord failed to raise any works to address this until 4 January 2024. It then repaired a damaged handle of 1 of the communal windows on 5 January 2024 which then allowed it to close. This was 35 working days past its routine repairs timescales.
25. On 8 January 2024 the resident emailed the landlord and advised that it “fixed the wrong window.” The landlord responded promptly the following day and asked the resident to describe the location of the specific window he wanted fixed. The resident provided this information on 10 January 2024 and the landlord booked an appointment to address this for 23 January 2024. Emails from the landlord’s contractor on 25 January 2024 note it attempted a repair the day before but that the resident had since advised this had failed. The landlord failed to keep a record of this visit, so we are unable to determine what repairs actions it took here. Its contractor also recommended that the landlord replace the timber frame with PVC.
26. The landlord’s repairs policy explains that it will complete repairs requiring manufactured parts within 28 days. When this is not possible, it will keep customers informed of expected timescales to complete the works. The installation of a new window frame is therefore subject to the manufactured parts timescales.
27. The landlord raised works to replace the frame on 28 February 2024. It is unclear why it took a month to raise these works following its contractors recommendation. In the absence of any explanation for this delay within the records, we consider it was unreasonable. On 4 April 2024 the landlord attended and replaced the window glass. This exceeded its repairs timescales slightly by 8 working days.
28. The repair records also note that the landlord still needed to replace the frame and scheduled this for 11 April 2024. However, there is no evidence that it followed through on this. There is also no evidence the landlord updated the resident on the progress of the repair once it exceeded 28 days as per its policy. Therefore, we have ordered it to clarify whether the repair is presently outstanding and raise works to address it if so.

Compensation

29. To summarise, the landlord:
    1. Delayed in addressing the resident’s September 2022 and July 2023 reports of issues with the communal entrance.
    2. Delayed in addressing his reports of faulty windows in communal areas and failed to update him on the progress of repairs.
    3. Failed to address his 19 January 2024 reports of ongoing communal entrance issues, damp in communal areas, faulty flagstones, a damaged boundary wall, and intercom system issues.
30. Our compensation guidance sets out that payments of £100 to £600 are typically appropriate to put right failures which have caused distress and inconvenience with no permanent impact. We consider these omissions likely caused the resident some distress and inconvenience. However, we have also considered that the resident did not explicitly raise the outstanding repairs issues again following the landlord’s stage 2 response. For this reason, we have ordered the landlord to pay a sum at the mid point of our remedies guidance to put its omissions right.

Complaint	How the landlord handled the resident’s reports of a poor standard of cleaning in communal areas
Finding	Service failure

31. The landlord’s repairs policy sets out that it is responsible for common services to the block, which includes cleaning of communal areas. Its cleaning services contract requires it to clean communal areas on a weekly basis and all communal windows on a monthly basis.
32. The resident first reported concerns about the standard of the landlord’s cleaning of communal areas on 28 September 2022. He raised these again via his complaint on 19 July 2023, claiming the landlord had not cleaned internal windows in 3 years. The landlord replied on the same day and advised that it had recently inspected the block and considered the standard of cleaning was appropriate.
33. The resident restated his concerns on 17 October 2023 and in his stage 2 escalation on 19 January 2024. At both stages the landlord reiterated its position that it had inspected the block and felt the standard of cleaning was appropriate. In his referral to the Ombudsman on 7 March 2024 the resident advised that the cleaning remained substandard, especially with respect to the windows.
34. There is no policy document which explicitly sets out the standard to which the landlord is required to complete each of the many communal cleaning tasks outlined in the cleaning services contract. We also have no photographic evidence available to us to determine the actual standard of cleanliness of communal areas and windows from 2022 to 2024.
35. We note that visit logs from 2022 to 2024 show the landlord attended the block and cleaned communal areas on a weekly basis as per its cleaning services contract. However, given the resident’s repeated complaints about the standard of this cleaning, these visit logs alone are not likely to reassure him. He also repeated his complaints about this following the landlord’s stage 1 response. Given this, the landlord could have done more to evidence the standard of its cleaning of communal areas to address his concerns. For instance, it could have taken photos after a handful of visits and explained the actions it had taken.
36. Instead, it simply reiterated at both complaint stages that cleaning was of a decent standard. Given it did not keep any records which documented the standard of cleaning, we do not consider that this position was suitably evidence-based.
37. We also note that the landlord’s records show that it failed to complete any window cleaning in February, March or August 2023. It also failed to complete any window cleaning in February 2024. This was not in keeping with its cleaning services contract which requires it to clean all communal internal windows and all external windows on a monthly basis. It therefore failed to fulfil its obligation to provide common services as per its repairs policy.
38. With this in mind, we have ordered the landlord to inspect the communal areas and reach an evidence-based view on the standard of cleanliness. It is then to raise works to address any issues identified.

Complaint	Complaint handling.
Finding	Service failure

39. The landlord’s complaints policy at the time of this complaint required it to acknowledge stage 1 complaints within 2 working days and issue a response within 10 working days. It would then acknowledge stage 2 complaints within 2 working days, and issue a response within 10 working days of completing its investigation. It did not set out any timescales for the investigation. It defined a complaint as an expression of dissatisfaction with any of its services.
40. Our Complaint Handling Code at that time required landlords to acknowledge a stage 2 complaint within 5 working days and issue a response within 20 working days. Therefore, the landlord’s policy was not in line with our Code since it allowed it an undefined timescale to investigate stage 2 complaints.
41. The resident complained about the standard of communal cleaning, faulty windows, and communal entrance issues on 19 July 2023. The landlord replied that the cleaning was of a good standard. However, as per its policy it should have raised a stage 1 complaint since the resident had clearly expressed dissatisfaction with its services. It failed to do so here which unnecessarily delayed the complaints process.
42. The resident complained again on 17 October 2023 about the standard of cleanliness and faulty windows. The landlord acknowledged this on the same day and issued its response within its timescales on 26 October 2023.
43. The resident raised a stage 2 escalation request on 16 January 2024 and elaborated further on 19 January 2024. The landlord acknowledged his request within its timescales on 17 January 2024. It then responded within its timescales on 2 February 2024.
44. The landlord has not acknowledged its failure to raise a stage 1 complaint following the resident’s email on 19 July 2023. We consider this omission likely caused the resident some minor distress. Our compensation guidance sets out that payments of £50 to £100 are typically sufficient to put right omissions which have caused minor impacts. Therefore, we have ordered the landlord to pay the resident £50.

Complaint	How the landlord handled the resident’s complaint about high service charges.
Finding	Outside jurisdiction

45. We do not investigate complaints about service charges. As the resident’s complaint centres on his view that his service charge is too high, the complaint is ultimately about service charges. and so we will not investigate it. The Firs Tier Tribunal is best placed to consider.

Learning

46. The landlord missed a significant opportunity to investigate a number of reported outstanding communal repairs in response to the resident’s 19 January 2024 stage 2 escalation. Instead, it advised him to raise the repairs with its customer contact centre. The landlord could and should have raised repair requests for each of these at this stage. Its failure to do so likely delayed a resolution of the issues at hand.

Knowledge information management (record keeping)

47. The landlord’s repairs record keeping has room for improvement. For instance, it failed to record a visit related to faulty windows in late January 2023.It also failed to record specific repairs actions it took at a visit related to the communal door on 18 August 2022.
48. We further note that many landlords have cleaners take photos after completing their clean or have staff complete periodic inspections to quality check this. Either of these measures would have enabled the landlord to better address the complaint and evidence its position. We would encourage the landlord to reflect on the importance of good record keeping and how it might improve on this moving forward.

Communication

49. The landlord’s communication was generally poor. For instance, it failed on multiple occasions to keep the resident updated about the progress of works. We would encourage the landlord to reflect on how better communication might have mitigated any impact caused by ongoing delays.