Orbit Housing Association Limited (202504412)

Background

1. The landlord failed to reposition a bedroom radiator for over 16 months, causing heating issues and contributing to damp and mould. The resident also reported a cigarette smell from the radiator and asked that it be replaced.

What the complaint is about

2. The complaint is about the landlord’s handling of the radiator repositioning and the resident’s request for its replacement.

Our decision (determination)

3. There was maladministration in the landlord’s handling of the radiator repositioning and the resident’s request for its replacement.

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

Reasons

4. The landlord is responsible for repairing and maintaining the heating system. Its repairs policy says it will complete routine work within 28 calendar days.
5. Following a damp and mould inspection on 4 December 2023, it was found that the bedroom radiator in the resident’s property needed to be repositioned under the window to improve heating and reduce damp and mould. However, the landlord did not complete this work until 28 May 2025 – over 16 months later. This was an unnecessary delay that caused the resident distress and inconvenience, as the bedroom remained cold with high humidity levels. He confirmed that conditions improved once the work was completed. He also spent significant time and trouble chasing the repair.
6. When the landlord repositioned the radiator, it also replaced it. This was not noted to be required following the inspection. However, it is positive that the landlord took the resident’s report of a bad smell from the radiator into consideration.
7. In the landlord’s stage 2 response dated 2 May 2025, it offered the resident £60 compensation for its delay in repositioning the radiator and £200 compensation for his time and trouble. While it acknowledged its failings and tried to put things right, the offer was not proportionate or in line with our compensation guidance. We have therefore ordered the landlord to pay £600 for the distress and inconvenience caused.
8. The resident also raised concerns about the damp and mould inspection and its cost. As these were not included in the stage 1 or stage 2 complaints, the resident should first raise them with the landlord so it can complete its complaints process before further investigation. He may then refer this matter to us if he is dissatisfied with the landlord’s final response.

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.

Learning

Communication

9. The landlord may wish to consider the tone of its internal communications and what this may indicate about its culture. We reviewed an email dated 2 May 2025 that said the radiator was not on the wrong wall, despite the damp and mould inspection finding otherwise. Our spotlight report on attitudes, respect and rights highlights the importance of empathy and use of tone to support positive communication.