Estuary Housing Association Limited (202322553)
The complaint is about the landlord’s handling of: A defect and replacement of the resident’s bath and bathroom tiles. The complaint. The landlord’s policy says it will acknowledge a complaint at stage 1 and 2 of its process within 5 working day. The resident raised her complaint on 28 June 2023 and as such, the landlord should have acknowledged it on 5 July 2023. It did not do so until 11 July 2023, 4 working days later than it should. The delay in acknowledging the response does not appear to have caused the resident any detriment. It appropriately identified the delay and awarded the resident compensation. The landlord offered the resident compensation of a £10 voucher for the delay in its complaint handling. We consider this was appropriate, as there is no evidence that the delay in acknowledging the complaint led to any detriment to the resident. It also did not delay the complaint handling process as the landlord appropriately responded at both stages within the required timeframes. Based on this we consider that there was reasonable redress with the landlord’s handling of the complaint.