Hyde Housing Association Limited (202329068)

Background

1. On 13 September 2023 the resident found a leak in her home. She instructed a plumber, who confirmed the leak was not coming from her property or her neighbours. The landlord said it would a send a surveyor to investigate. At the time she made her complaint, the landlord had not visited the property or responded to her questions about the buildings insurance.

What the complaint is about

2. The complaint is about the landlord’s response to:
   1. A leak to the resident’s property.
   2. A request for information about the buildings insurance policy.

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. At the end of the complaints process, the landlord offered the resident £400 compensation. It also offered to reimburse the resident £500 to cover an insurance claim excess.
5. We contacted the landlord and provided it with a summary of our understanding of events. This included some comments on areas that could have been handled better and what the landlord could do to resolve the resident’s complaint.
6. Following our intervention, the landlord offered to pay the resident an extra £500 compensation. It also offered to give her a written summary of what it had learned from the case. Both parties agreed to this as a resolution to the complaint.
7. We are therefore satisfied that, following intervention, the landlord has agreed to take actions to remedy the matters.
8. Subject to the landlord paying the compensation, we are satisfied the complaint will be resolved satisfactorily

Putting things right

Recommendations

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