Ongo Homes Limited (202339800)

Background

1. The resident installed a cat flap in the rear door of the property. She subsequently ended her tenancy at the property. After she had moved out, the landlord told her she would be liable for the cost of a replacement rear door due to the damage caused by the installation of a cat flap. The resident queried why the landlord had not told her about this charge prior to her moving out.

What the complaint is about

2. The complaint is about the landlord’s communication to the resident about her being required to pay for a replacement door due to having installed a cat flap. 

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 said it could not find any evidence it had given the resident permission to install a cat flap. As such, it concluded its decision to recharge her for a replacement door was in line with its policy and procedures
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. This included the landlord’s communications in respect of not having advised the resident prior to her moving out, that she would be liable for the cost of a replacement door.
6. Following our intervention, the landlord offered to pay £200 compensation for the distress and inconvenience caused by not being informed of needing to pay for a replacement door at an earlier stage. It also confirmed it would remove the recharge of £560.31 in relation to the replacement of the external rear door from the resident’s account. Both parties agreed to this as a resolution to the complaint.
7. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy the matters. Subject to the landlord paying the compensation and removing the charge from the resident’s account, we are satisfied the complaint will be resolved satisfactorily.

Recommendations

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