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CASE STUDY

Mould complaint resolved

No evidence of maladministration found in landlord’s response to reports of damp and mould

Ms A is the secure tenant of a three-bedroom house managed by the council’s arms-length management organisation. She reported damp and mould in her home. The landlord inspected within a reasonable timescale. Its survey concluded that there were high moisture levels in the walls and floor. It instructed a drainage contractor who identified external drainage blockages. Steps were taken to address these issues and equipment was installed in Ms A’s home to monitor humidity and temperature.

Three months after reporting the problem the resident submitted a formal complaint and instructed solicitors to bring a disrepair claim. Ms A’s solicitors asked that any repairs or mould clearing be deferred until its expert had inspected. A further inspection took place and a mould wash was undertaken but no further works as requested. Shortly after this request the solicitors confirmed that they were no longer acting for Ms A.

Ms A restarted her complaint about the repairs and ongoing improvements. The landlord confirmed that actions had been stalled due to the legal action. As this had been withdrawn it arranged for a specialist contractor to attend as moisture was still present in the home. It arranged to move Ms A while more invasive inspections were undertaken. Window vents and internal air bricks were found to be blocked but there was no evidence of water penetration. Remedial works were undertaken to unblock the vents and air bricks and moisture readings returned to acceptable levels.

Outcome:

We found no evidence of maladministration. The landlord had undertaken appropriate inspections and investigation, instructed specialists and carried out remedial work. There was no evidence of unreasonable delay in its responses to Ms A’s reports.

house-mould on wall