One Housing Group Limited (202428527)

Background

1. The resident lives in a ground floor flat. The flat above the property is occupied by a leaseholder. The landlord is not freeholder of the building and is not the landlord of the leaseholder. A managing agent manages the building on behalf of the freeholder. The resident had experienced periodic leaks into the property since 2019, from the fat above. The landlord initially carried out some repairs to address the leak. The landlord then liaised with the managing agent, who in turn worked with the leaseholder to complete a lasting repair. The resident brought her complaint to us in October 2024 as she felt the landlord’s offer of compensation did not fully address the distress and inconvenience caused. The resident told us in October 2025 that repairs were completed in March 2024 and there had been no further leaks into the property since then. But said the landlord had not revisited its offer of compensation as it previously committed.

What the complaint is about

2. The complaint is about the landlord’s handling of leaks into the property from the flat above.

Our decision (determination)

3. The complaint was resolved with intervention.
4. We have made recommendations for the landlord to put things right.

Summary of reasons

5. The landlord accepted at stage 1 of its internal complaints process, that it had failed to resolve the leak into the property. And offered £300 compensation in recognition of the impact caused to the resident. It committed in the stage 2 complaint response, to reassessing its offer of compensation, once the managing agent had completed their inspection and the details of this were known. However, the landlord did not follow through on its commitment to review its offer of compensation, which left the matter unresolved for the resident.
6. We contacted the landlord on 10 October 2025 and provided it with our understanding of the events.
7. The landlord contacted us on 17 October 2025 proposing to apologise to the resident and increase its offer of compensation to £750. This compensation was broken down as follows:
   1. £500 compensation for distress and inconvenience caused to the resident.
   2. £200 compensation for delays completing repairs in the property.
   3. £50 compensation for failings in its complaint handling
8. We are satisfied that, subject to the landlord apologising to the resident and paying the compensation offered, the complaint will be satisfactorily resolved.

Recommendations

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