Sandwell Metropolitan Borough Council (202323105)

Background

1. As part of an adaptation request by the resident, the landlord agreed to build a step at the resident’s property in March 2023 and install a new shower in August 2023. The resident complained to the landlord on 17 August 2023 as the agreed works had yet to be arranged.

What the complaint is about

2. The complaint is about the landlord’s handling of the resident’s requests to build a step and install a shower at the property.

Our decision (determination)

3. The complaint has been resolved following our intervention.

We have made recommendations for the landlord to put things right.

Summary of reasons

4. The landlord’s records show it took 11 months to build a step at the resident’s property, and 4 months to install a shower. The landlord apologised to the resident for the delays as part of its complaint responses. It offered £200 compensation for the distress and inconvenience caused by taking too long to do the works. The resident declined the offer and asked us to investigate the landlord’s handling of her complaint.
5. We contacted the landlord on 6 October 2025 and provided it with a summary of our understanding of events. This included some comments on areas that the landlord could have handled better and what it could do to resolve the resident’s complaint.
6. Following our intervention the landlord agreed to apologise to the resident for the delays in carrying out the agreed works and increase its compensation offer to £500. Both parties agreed to this as a resolution to the complaint.
7. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy matters which resolve the complaint satisfactorily.

Putting things right

Recommendations

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