Redditch Borough Council (202419881)

Background

1. The landlord fitted a new kitchen and floor in June 2024. In July 2024, the resident complained that the landlord did not explain the design before it was installed. He also said the cupboards were damaged and the floor was unsafe. In its stage 2 response, the landlord agreed to replace the floor, repair the damaged cupboards and apologise. The resident confirmed the landlord finished the work by June 2025.

What the complaint is about

2. The complaint is about the landlord’s handling of the kitchen replacement.

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. We contacted the landlord and provided it with a summary of our understanding of events. This included some comments on areas that it could have handled better and what the landlord could do to resolve the resident’s complaint.
5. Following our intervention, the landlord offered to apologise and pay the resident £400 compensation. Both parties agreed to this as a resolution to the complaint.
6. We are therefore satisfied that, following intervention, the landlord has agreed to take action to remedy the matter.
7. Subject to the landlord apologising and paying the compensation, we are satisfied the complaint will be resolved satisfactorily.

Putting things right

Recommendations

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