A2Dominion Housing Group Limited (202348588)

Background

1. The resident lives in a 2-bedroom flat with her children. In February 2023 the landlord assessed the property for damp and mould following a leak. The resident complained to the landlord that the repairs were not completed. On 5 May 2023 the landlord sent the resident a stage 1 response, stating that work would be completed by 16 June 2023. The resident later complained that the landlord had closed her complaint and the damp and mould was ongoing. The landlord opened a new complaint and the resident was decanted from the property while repairs were carried out. The resident told us that the decant was expected to last 4-5 weeks. The completed works were inspected in November 2024.

What the complaint is about

2. The complaint is about the landlord’s handling of damp and mould, associated repairs, and the decant process.

Our decision (determination)

3. The complaint was resolved with our intervention.

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

Summary of reasons

4. During the complaint handling process the landlord offered the resident compensation of £870 in total. The landlord told us it had paid £550 to the resident’s rent account on 14 January 2024 but £320 had not yet been paid.
5. We contacted the landlord and provided it with a summary of our understanding of events. This included some comments on the landlord’s handling of the resident’s repairs and complaint. We explained what it could do to put things right for the resident.
6. The landlord told us that the resident had moved back into the property in October 2024 and there had been no further reports of damp and mould. Following our intervention, the landlord offered to pay the resident a further £1500 compensation, as well as the amount of £320 outstanding from the complaint process. This will be paid to the resident directly, and not to her rent account.
7. It also offered to apologise to the resident in writing, with due regard for our apologies guidance. Both parties agreed to this as a resolution of the complaint. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy the matters.
8. Subject to the landlord paying the compensation and providing an apology in line with our guidance, we are satisfied the complaint will be resolved satisfactorily.

Putting things right

Recommendations

9. The complaint has been resolved with intervention on the basis the landlord follows our recommendations.