Sanctuary Housing Association (202417825)

Background

1. The resident lives in a 2-bedroomflat. On7 December 2023the resident reported an issue with the toilet’s handle, which the landlord repaired on 13 January 2025. The resident raised concerns with the landlord about the length of delay in completing the repair.

What the complaint is about

2. The complaint is about the landlord’s handling of the resident’s reports of a broken toilet handle, and the resulting flushing issues.
3. We have also investigated the landlord’s complaint handling.

Our decision (determination)

4. The landlord has made an offer of reasonable redress which resolves the resident’s reports of a broken toilet handle, and the resulting flushing issues.
5. We have found no maladministration in the landlord’s handling of the associated complaint

Summary of reasons

The landlord’s handling of broken toilet handle repairs

6. The landlord explained it raised works and attended appointments within published timescales however there was no access. It acknowledged the extended period during which the household lacked a fully functioning toilet and offered fair compensation. This was reasonable and consistent with our Dispute Resolution Principles.

The complaint handling

7. The landlord handled the resident’s complaint in line with its policies and procedures.

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 investigation

The complaint procedure

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.

What we have not looked at

8. The resident’s previous complaint about toilet repairs was closed at stage 1 of the landlord’s complaints process on 5 August 2024. Although both complaints are regarding toilet repairs, the earlier complaint related to the waste pipe, delays in repair, and the use of a private plumber. This investigation focuses on the landlord’s handling of the resident’s reports of a broken toilet handle and the resulting flushing issues. While the landlord responded at stage 1 of its complaints process on 15 August 2024 to the initial complaint, the matter did not fully exhaust the landlord’s complaint process and therefore will not form part of this investigation. This is because the landlord needs to be given a fair opportunity to investigate and respond to any reported dissatisfaction with its actions fully through its complaints process prior to our involvement. If the resident is dissatisfied with the landlord’s handling of the subsequent issues, she can escalate her concerns with the landlord and follow its process until she exhausts it.

The landlord’s handling of reports of a broken toilet handle, and the resulting flushing issues.

9. The landlord scheduled repairs for the broken toilet handle on 21 December 2023, 1 February 2024, and 1 October 2024 all within its 45-calendar-day timeframe for appointed repairs. On 20 August 2024 the landlord raised another job following the resident’s report and booked an appointment for 11 November 2024, 83 calendar days later. Due to the resident’s further report and deterioration of the issue, it brought the appointment forward to 1 October 2024, 42 calendar days later. This was in accordance with its policy as the rescheduled date was within the expected timescales.
10. Although the landlord’s actions fell outside its expected timeframes, we have seen evidence that it brought the appointment forward to 1 October 2024 and raised an urgent report due to the issue’s deterioration. This was appropriate and showed responsiveness to the resident’s concerns.
11. The landlord arranged 4 appointments between 21 December 2023 and 4 November 2024, but none took place due to lack of access. We have seen evidence that the resident was notified of the appointments via text message and voicemail. This was reasonable, as it showed the landlord took steps to communicate the scheduled visits.
12. In its stage 1 complaint response, the landlord stated it had taken all reasonable steps to complete the repair and that the resident had not consistently provided access, which was her responsibility. Although the resident was responsible for being available, we found no evidence that the landlord followed its no-access procedure or made any follow-up attempts after missed appointments.
13. In her escalated complaint, the resident disputed the landlord’s account, stating that she had made herself available and taken time off work. While operatives attempted contact on the appointment dates, they did not speak with the resident or gain access. The landlord did not investigate these disputed claims or demonstrate that it took further steps to resolve the access issue.
14. The landlord completed repairs to the toilet handle and overhauled the entire toilet on 13 January 2025, 13 months after the initial report. Given the significant delay, the landlord should have investigated the repeated no-access issues, confirmed whether the repair was still needed, and ensured the resident was aware of and available for the appointments. This was particularly important as the property had only 1 toilet.
15.   In its stage 2 complaint response, the landlord apologised for the distress and inconvenience caused. It acknowledged the extended period during which the resident and her family were without a fully functioning toilet and offered a goodwill gesture of £125. This offer is in line with the Ombudsman’s remedies guidance and proportionate to the service failures identified. It reflects the time, trouble, and inconvenience caused by the extended delay and the need to raise a further complaint. Therefore, we are satisfied that the landlord has made a reasonable offer of redress which resolves the complaint.
16. Although the landlord has made a reasonable offer of redress which resolves the complaint, it did not demonstrate learning from the overall delays or its lack of follow-up on repeated no-access. We have therefore recommended that the landlord review its handling of this case, including how it communicated appointments to the resident and how it responded to access issues. Additionally, the landlord should contact the resident to confirm whether any toilet repair issues remain outstanding and offer appropriate support to resolve them if required.

17. The landlord responded to the resident’s formal complaint on 23 December 2024. This was within 10 working days of the resident raising the complaint on 9 December 2024, and in line with the 10-working days timeframe set out in its complaints policy.
18. The resident requested an escalation on 23 December 2024. The landlord should have given its stage 2 complaint response within 20 working days. On 27 January 2025, it contacted the resident to explain that its response would be delayed and requested an extension of 20 additional working days, in line with its policy. The landlord then issued its stage 2 complaint response on 16 February 2025, within the extended timeframe. While it did not acknowledge the delay in its response, it had already communicated the reason for the extension during the process. The delay was minimal and did not cause any adverse impact to the resident. Therefore, we are satisfied that there was no failure in the landlord’s complaint handling.

Learning

19. It is important that, where there is no access, the landlord follows up with the resident and, if necessary, arranges a further visit in a timely manner.

Knowledge information management (record keeping)

20. The landlord displayed good record keeping practice which allowed us to establish what went wrong and the measures required to put things right.