Plus Dane Housing Limited (202507370)

Decision
Case ID	202507370
Decision type	Investigation
Landlord	Plus Dane Housing Limited
Landlord type	Housing Association
Occupancy	Assured Tenancy
Date	19 November 2025

Background

1. The property is a flat within a block. The resident raised complaints about damp and mould in her flat. She also reported an incident of antisocial behaviour (ASB) by her neighbour.

What the complaint is about

2. The complaint is about the landlord’s response to the resident’s reports of:
   1. Damp and mould.
   2. Antisocial behaviour (ASB).
3. We have also considered the landlord’s complaint handling.

Our decision (determination)

4. There was:
   1. Reasonable redress offered for the landlord’s response to the resident’s reports of damp and mould.
   2. No maladministration in the landlord’s response to the resident’s reports of ASB.
   3. No maladministration in the landlord’s complaint handling.

Summary of reasons

5. In summary, the Ombudsman found that:

Response to the reports of damp and mould

1. While the landlord did not follow its access procedure, it proactively responded to the resident’s reports of damp and mould and tried to complete repairs. It offered reasonable compensation for failing to follow its access procedure.

Response to the reports of ASB

2. The landlord responded to the resident’s report of ASB promptly and in accordance with its ASB policy.

Complaint handling

3. The landlord responded to the resident’s complaint in accordance with its complaint policy and our complaint handling code (the Code).

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.

Recommendations

Our recommendations are not binding, and a landlord may decide not to follow them.

Our recommendations
If it has not already done so, the landlord should pay the resident £150 compensation that it has already offered.
The landlord should engage with the resident regarding any ongoing ASB and ensure it manages the case in accordance with its ASB policy.
The landlord should provide the resident with its insurers details so she can pursue a claim for her reported damaged belongings, should she wish to do so.

 

Our investigation

The complaint procedure

Date	What happened
27 October 2024	The resident raised a complaint about damp and mould that had now damaged her belongings.
15 November 2024	The landlord issued its stage 1 response. It said that the resident had initially reported damp and mould in December 2023, and it did a mould wash. Following her complaint, it said that it had inspected her flat and raised repairs for her bathroom fan and front door. Its welfare team had also contacted the resident to offer support.
1 February 2025	The resident raised a further complaint about how the landlord had responded to her report of ASB in December 2024, where her neighbour had threatened her. She also said she was unhappy with the landlord’s response to her complaint about damp and mould.
20 February 2025	The landlord issued its stage 1 response for the ASB complaint. It said that it had responded to her report in accordance with its ASB policy and taken proportionate action.
7 April 2025	The landlord issued its stage 2 response to both complaints. It reiterated that it had responded to the resident’s ASB complaint appropriately. With regards to her complaint about damp and mould, it acknowledged that it did not follow up on 12 failed access appointments which delayed repairs going ahead. It apologised and offered £150 compensation.
Referral to the Ombudsman	The resident asked us to investigate her complaint because her property is still cold and damp, particularly during the winter months. She also said that despite reporting the ASB to the police and her landlord, nothing has been done. She would like to move.

 

What we found and why

The circumstances of this complaint are well known by the parties involved, so it is not necessary to detail everything that’s happened or comment on all the information we’ve reviewed. We’ve only included the key information that forms the basis of our decision of whether the landlord is responsible for maladministration.

Complaint	Response to the resident’s reports of damp and mould
Finding	Reasonable redress

6. The landlord’s repairs policy and damp and mould procedure commit to escalating no access appointments to ensure that it can complete all necessary repair work. This would include considering legal intervention.
7. Following the resident’s initial reports, the landlord promptly inspected the resident’s property and scheduled follow up repairs. It was proactive and made several appointments. However, it consistently encountered issues with access to complete the repairs.
8. The stage 2 response acknowledged that the landlord did not follow its access procedure, which was a failing. The landlord told us that it did not proceed to legal action for access issues due to the potential impact that it would have on maintaining a positive landlord and tenant relationship. Nevertheless, it acknowledged that its lack of action to gain access delayed repairs and it offered £150 compensation.
9. Within her complaint, the resident advised that damp and mould had damaged her personal belongings. In the absence of any evidence of a quantifiable financial loss, an insurer and the court are best placed to decide on whether any damages are payable, and if so, what sum is due.
10. The landlord said it could not consider the resident’s reports of damaged belongings under its complaints policy. This was fair. However, it did not signpost the resident to its insurers or provide details about how she could make a claim. While not an obligation, this would have been helpful to the resident.
11. Overall, while the landlord did not follow its access procedure, it acknowledged this and offered compensation. Its offer was in line with this Service’s remedies guidance where its failings adversely affected the resident. Therefore, the landlord offered redress that reasonably resolved the resident’s complaint.

Complaint	Response to the resident’s reports of ASB
Finding	No maladministration

12. The landlord’s ASB policy states that not every report of ASB would result in formal action and it would decide the most appropriate course of action.
13. The resident reported 1 incident of ASB, that she had also reported to the police. The landlord responded on the same day, discussed her report with her neighbour and offered advice to both parties. We are aware that the neighbour denied threatening the resident.
14. We understand the resident’s frustration with the landlord not being able to act on her report. Upon receiving ASB reports, a landlord needs to carefully consider any supporting information or evidence as well as the reports themselves, before deciding what, if any action it should take. In this case, the police took no further action following the report. As the landlord did not have any evidence to support the claims by the resident, it was reasonable that the landlord did not take formal action. The action it took by providing advice to each party was reasonable.
15. The landlord’s actions were proportionate and there was no maladministration the landlord’s response to the resident’s reports of ASB. We have issued a recommendation for the landlord to contact the resident to discuss any ongoing ASB, and to ensure it manages her reports in accordance with its ASB policy.

 

Complaint	Complaint handling
Finding	No maladministration

16. The landlord’s complaint responses were in accordance with its complaints policy and the Code. They addressed all points of the resident’s complaint, were sufficiently detailed and provided accurate information about how the resident could escalate her complaint. Both responses were issued in a timely manner.
17. There was no maladministration in the landlord’s complaint handling.

Learning

18. The landlord missed an opportunity to provide the resident with its insurers details following her reports of damaged belongings. It should reflect on this complaint and ensure that it informs residents in the future about who to direct a claim to, should they wish to do so.