Salix Homes Limited (202504673)

Background

1. The resident received 2 appointment letters for an electrical safety check after the appointments were due. He complained to the landlord about this and asked it to provide him with at least 2-4 weeks’ notice for the appointments, as he worked full-time.

What the complaint is about

2. The complaint is about the notice provided for the electrical safety check appointment.

Our decision (determination)

3. There was reasonable redress which satisfactorily resolved the complaint about the notice provided for the electrical safety check appointment.

Summary of reasons

4. The tenancy agreement says the landlord will give the resident 24 hours’ written notice to access the property. It is responsible to ensure that it is received in time. The evidence we’ve seen confirms the landlord sent a letter dated 9 October 2024 for an appointment on 16 October 2024. This would have been more than 24 hours’ notice. However, we understand the resident did not receive the letter until 18 October 2024.
5. In its final response to the resident, the landlord:
   1. Reiterated the apology made by its contractor.
   2. Explained the reason for the delayed appointment letters was the postal service.
   3. Said that it would post future appointment letters earlier to mitigate any postal delays.
   4. Said that it would arrange a weekend appointment that was convenient for the resident as per his request, so he did not need to take time off work.
6. The above actions were reasonable and proportionate to put matters right for the resident.