Places for People Group Limited (202414178)

Background

1. The resident has health and mental health vulnerabilities including COPD. In March 2024 the resident reported anti-social behaviour (ASB) to the landlord and the landlord carried out a damp and mould survey which recommended remedial repairs in all rooms of the property. On 15 June 2024 the resident requested a property transfer because of the damp and mould and ASB. On 3 July 2024 the resident made a complaint to the landlord about these issues. On 23 July 2024 the resident contacted the landlord to request information about the remedial repairs and also reported further ASB. In mid-August 2024 the resident’s bathroom became unusable after the ceiling collapsed. On 29 August 2024 the landlord moved the resident to another property, which did not have a gas connection for the first 4 days. The landlord responded to the resident’s complaint in January 2025.

What the complaint is about

2. The complaint is about the landlord’s handling of:
   1. Damp and mould and the related repairs.
   2. Reports of anti-social behaviour.
   3. The complaint.

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. During the complaint handling process the landlord offered the resident compensation of £1350 in total, which has not yet been paid.
5. We contacted the landlord and provided it with a summary of our understanding of events. This included some comments on the landlord’s handling of the resident’s repairs, reports of ASB, and the complaint. We explained what it could do to put things right for the resident.
6. The landlord told us that the resident moved out of the property on 29 August 2024. Following our intervention, the landlord offered to pay the resident a further £850 compensation, as well as the amount of £1350 outstanding from the complaint process. This will be paid to the resident directly and not used to offset any monies that the resident may owe the landlord.
7. Both parties agreed to this as a resolution of the complaint. The resident requested that the landlord provides her with an apology at the time of making the payment. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy the matters.
8. Subject to the landlord paying the compensation and providing the resident with an apology, we are satisfied the complaint will be resolved satisfactorily.

Putting things right

We have the discretion to make recommendations in all cases within our jurisdiction.

Recommendation

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