Leeds City Council (202338552)

Background

1. In October 2023 the resident reported damage to a bedroom ceiling following a leak from the roof. He said his children were unable to sleep in the room and the property was significantly colder. When the resident raised his complaint the following month, the repairs were outstanding. The repairs were completed in January 2024. The landlord apologised for the delays but did not offer compensation.

What the complaint is about

2. The landlord’s handling of repairs to the ceiling.

Our decision (determination)

3. The complaint was resolved with 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 apologised for the delays and committed to a plan of action to ensure the repairs were completed.
5. We contacted the landlord and provided it with a summary of our understanding if events. This included some comments on areas that could have been handled better, such as acknowledging the impact to the resident within its complaint responses, and what the landlord could do to resolve the resident’s complaint.
6. Following our intervention, the landlord offered to pay the resident a further £500 compensation. 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.