Jigsaw Homes Group Limited (202330650)

Background

1. The resident works as a childminder from her home. She experienced a leak from her kitchen sink which caused damage to her kitchen cupboard. She was unhappy with the way her landlord handled her reports of the damage.

What the complaint is about

2. The landlord’s handling of:
   1. the resident’s reports of damage to her kitchen cupboard
   2. the complaint.

Our decision (determination)

3. We found the landlord responsible for:
   1. service failure in its handling of the resident’s reports of damage her kitchen cupboard
   2. no maladministration in the landlord’s complaint handling.

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

Summary of reasons

The kitchen cupboard damage

4. The landlord did not take reasonable steps to address the reported mould, failing to provide advice, reassurance, or evidence of treatment in line with its damp and mould policy.

Complaint handling

5. The landlord responded to the complaint in line with its policy and procedure.

Putting things right

Where we find service failure, maladministration or severe maladministration we can make orders for the landlord to put things right. We have the discretion to make recommendations in all other cases within our jurisdiction.

Orders

Landlords must comply with our orders in the manner and timescales we specify. The landlord must provide documentary evidence of compliance with our orders by the due date set.

Our investigation

The complaint procedure

What we found and why

The circumstances of this complaint are well known by the parties involved, so it is not necessary to detail everything that’s happened or comment on all the information we’ve reviewed. We’ve only included the key information that forms the basis of our decision of whether the landlord is responsible for maladministration.

6. After resolving the leak from the kitchen sink, the landlord raised a job to replace the damaged hardboard and shelf beneath it. This was an appropriate action to address the damage caused by the leak and was in line with the landlord’s repairing obligations under the tenancy agreement. This was a non-routine repair under its repairs policy, as it required additional materials and planning. The policy allows up to 90 days to complete non-routine repairs. The landlord initially booked the repair for 1 February 2023, which was within the expected timescale.
7. The resident rescheduled the original repair appointment and later advised that she couldn’t attend a subsequent one. The landlord then cancelled the repair on three occasions:
   1. on 17 March 2023, it apologised and gave reasonable notice it would move the appointment to 27 March 2023
   2. on 25 April 2023, it cancelled a job after confirming it required multiple trades, and apologised for any confusion caused
   3. on 18 July 2023, it attended the property, but the repair did not go ahead
8. While some delay was unavoidable, the landlord remained responsible for progressing the repair. When the landlord did not attend on 18 July 2023, this caused inconvenience for the resident, who explained that she had to empty the cupboard. She stored the contents in the room used for childminding, and had to make alternative arrangements for the children to attend elsewhere. In its stage 1 and stage 2 complaint responses, the landlord acknowledged its failure to complete the repair on this date. In line with its complaint policy, it apologised, rescheduled the appointment for 17 August 2023, and offered £30 compensation. This was a fair response and showed the landlord wanted to put things right for the resident.  
9. The resident also raised concerns that the cupboard was rotten and mouldy, and requested a full replacement along with plastering work. She said the issue required more urgency due to her role as a childminder. It was appropriate for the landlord to arrange an appointment the same day she raised these concerns. It allowed the landlord to assess the required work and order the unit.
10. However, the evidence does not confirm the landlord acknowledged the presence of mould or that any specific action was required. In its stage 2 response, the landlord stated that it was compliant with the Social Housing Act 2023, but it is unclear whether it provided any advice or reassurance to the resident regarding the mould during its visits.
11. In line with its damp and mould policy, the landlord is expected to address both the cause and the effects of damp and mould to ensure the property is safe and habitable. In this case, the mould was confined to the area affected by the leak, and the landlord arranged remedial works that would have resolved the source of the damp. However, the landlord did not demonstrate that it took any specific action or provided advice on how to treat the mould itself as an interim measure. This lack of action and communication may have caused the resident uncertainty about whether the mould was being properly addressed. Even if the repair was likely to resolve the issue, the absence of clear information or visible treatment likely caused the resident distress, inconvenience, and a loss of confidence in how the landlord was handling the matter.
12. Following the landlord’s rescheduling of the appointment to 17 August 2023, the resident asked for the landlord to rearrange it as the date was inconvenient. A new appointment was booked for 28 September 2023, but the resident later cancelled this as she wanted to arrange for her own contractor to carry out the work, and for the landlord to reimburse her.
13. Under the tenancy agreement, the landlord is responsible for this repair. It was reasonable for the landlord to confirm that it couldn’t authorise external contractors. Repairs must be carried out by approved contractors to ensure compliance with its repair standards and procurement processes. While the resident’s frustration is understandable, as she wanted to expedite the work, the landlord has the right to manage its own repair process. Although there has been some delay in progressing the repair, some of which was outside the landlord’s control, we don’t consider its refusal to allow the resident to use her own contractor to be unreasonable.
14. In its complaint responses, the landlord acknowledged the impact the repair had on the resident, particularly in relation to her work commitments as a childminder, and the inconvenience caused. It apologised and provided assurance that if it booked appointments at an inconvenient time, she could request a different date. When she told the landlord it was affecting her mental health, it was reasonable the landlord acknowledged this, and provided suitable signposting to her doctor for advice.
15. When the resident added further escalation points to her stage 2 complaint, it was fair for the landlord to issue an additional stage 2 response. It apologised for the lack of communication from managers and if the resident felt the manager she spoke to was abrupt. The landlord encouraged the resident to contact it to reschedule the repair. This additional response demonstrated that it took the complaint seriously, was committed to providing a full response, and wanted to complete the repair to put things right.
16. We found that the landlord took reasonable steps to arrange repairs to the damaged cupboard. It acted in line with its repairs policy and tenancy obligations, its apologies and offer of compensation for the missed appointment on 18 July 2023 was fair and proportionate. However, the landlord did not demonstrate that it took adequate steps to address the mould reported in the cupboard. It did not provide advice, reassurance, or evidence of treatment, despite its damp and mould policy requiring it to address both the cause and the effects of mould. This omission likely caused the resident distress and inconvenience, particularly given her concerns about the impact on her childminding work. Therefore, we conclude that there was service failure in the landlord’s handling of the kitchen cupboard repair.
17. In considering an offer of compensation, we have referred to the landlord’s compensation policy and our remedies guidance and made an order as shown above. We understand the repair to the kitchen cupboard is still outstanding, so we have also made an order in relation to this above.

18. The landlord has a 2-stage complaint process. It aims to acknowledge both stages within 5 working days. It says the resident should then receive a formal response to stage 1 complaints within 10 working days, and stage 2 complaints within 20 working days of the complaint acknowledgement. The landlord provided both acknowledgements and responses within the timescales set out within its policy and our Complaint Handling Code.
19. When the resident sent additional information during the stage 2 investigation it was reasonable that the landlord provided a further response within 5 working days after its initial stage 2, to ensure it responded to her additional points.
20. We have found no maladministration in the landlord’s complaint handling.

Learning

21. The landlord took reasonable steps to respond to the damage caused by the kitchen sink leak by promptly scheduling the repair and showing flexibility in accommodating the resident’s availability.
22. The landlord provided comprehensive responses to the complaint, demonstrating that it took the resident’s concerns seriously and was committed to resolving the issues raised.

Knowledge information management (record keeping)

23. The landlord did not provide evidence that it acknowledged or treated the mould reported in the kitchen cupboard. Accurate and detailed records of inspections, findings, and actions taken are essential to demonstrate compliance with policies and to provide clarity during complaint investigations. The landlord should document all visits and decisions, including any advice given to residents.

Communication

24. Overall, the landlord maintained good communication with the resident by keeping her informed about appointment changes and outcomes; however, its communication regarding the mould issue could have been more detailed and proactive.