Southern Housing (202324360)

Background

1. On 17 June 2021 the resident reported she was experiencing damp and mould, and believed there was a leak in her property. When the resident raised a complaint, the repairs were outstanding. The resident told us that after raising her complaint the property was transferred to the ownership of another landlord who has assumed responsibility to complete the outstanding repairs. She said the landlord’s offer of compensation did not reflect the extent of the delays she experienced.

What the complaint is about

2. The complaint is about the landlord’s response to reports of a leak and the associated repairs.

Our decision (determination)

3. The complaint was resolved with intervention.

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

Summary of reasons

4. At the end of the complaints process, the landlord offered the resident £850 compensation and had taken too long to action the repairs while it was still responsible for them.
5. We contacted the landlord and provided it with a summary of our understanding if events. This included some comments on areas that could have been handled better, such as its record keeping and complaint handling, and what the landlord could do to resolve the resident’s complaint.
6. Following our intervention, the landlord offered to pay the resident a further £600 compensation. Both parties agreed to this as a resolution to the complaint.
7. We are therefore satisfied that, following intervention, the landlord has agreed to take actions to remedy the matters.
8. Subject to the landlord paying the compensation, we are satisfied the complaint will be resolved satisfactorily.

Recommendations

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