Amplius Living (202500808)

REPORT

COMPLAINT 202500808

Amplius Living

30 September 2025

Our approach

Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding and assist in reaching an agreed settlement.

The complaint

1. The complaint is about the landlord’s handling of the resident’s reports of damp and mould and associated repairs.

Determination (decision)

2. In accordance with paragraph 53(c) of the Housing Ombudsman Scheme, the landlord has made an offer of redress, following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

3. The resident reported damp and mould in the property to the landlord on 25 and 27 October 2024. It arranged an inspection for 12 November 2024 but later rescheduled this to 28 November 2024. This led to the resident complaining about the inspection delay.
4. The landlord responded to the resident at stage 1 of its complaints process on 14 November 2024. It said it brought the inspection forward to 14 November 2024 and apologised for any distress and inconvenience caused. It completed the inspection as arranged and raised extensive internal and external plastering and brickwork repairs.
5. On 12 January 2025 the resident requested escalation of her complaint to stage 2 of the landlord’s complaints process as nothing had progressed since it inspected the property on 18 November 2024.
6. The landlord sent the resident its final complaint response on 12 February 2025. It acknowledged delays in its arranging of a pre-works inspection and in completing external works. However, it said it was within its 90-day policy timescale for complex internal works. It said it would erect scaffolding on 17 February 2025 and being external works on 18 February 2025. It would begin internal work after completing the external repairs. It offered £350 compensation for communication failures, repair delays and impact.
7. On 18 February 2025 the landlord attended the property to start external works as arranged but found its contractors had not erected the necessary scaffolding. It completed external works on 12 March 2025 but then found it needed an asbestos survey internally on 14 March 2025. On 14 March 2025 the resident reported contractors had left rubble over the top of her bay window frame following external works. She chased the landlord for an update on internal works on 7 April and again on 25 June 2025. On 7 April 2025 she contacted us about the ongoing delays.
8. During discussions with the resident in September 2025, she explained to us that the landlord had completed repairs but the mess on the bay window remained outstanding. She was seeking an increased compensation offer for the additional delays since its final complaint response and mould damage to carpets and furniture. We therefore contacted both parties to propose resolving the complaint with an increased compensation offer, a written apology to the resident and a date to remove rubble from the bay window.
9. The landlord has offered the resident a final compensation payment of £1,500, a written apology and an appointment on 25 September 2025 to clear rubble from the bay window. The resident has agreed to this.
10. Paragraph 53 (c) of the Housing Ombudsman Scheme states that:
    1. “The Ombudsman may determine the investigation of a complaint immediately if satisfied that the member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily”
11. We are therefore satisfied, following our intervention, that the landlord has now taken actions to remedy the matters raised which resolve the complaint satisfactorily.

Recommendations

12. We recommend the landlord pay the £1,500 compensation and provide a written apology to the resident within 4 weeks of this determination.