Sovereign Network Group (202505611)

Background

1. The resident lived in a property that was built in 2022. In March 2023 the resident reported to the landlord an issue with drainage in the garden causing damp inside the property. The landlord carried out minor repairs, treated damp and mould, and provided a dehumidifier. In October 2024 the landlord decanted the resident so that it could dry out the property. As the defect liability period with the builder had ended, the landlord asked the National House Building Council (NHBC) to carry out a survey. In March 2025 the resident complained that, after moving back into the property, the drainage and damp was ongoing. In its stage 2 response the landlord stated that it had prioritised smaller repairs while it determined who was liable to resolve the issue. It had since completed the works recommended by the NHBC and installed garden drainage.

What the complaint is about

2. The complaint is about the landlord’s handling of damp and mould caused by garden flooding, and the related repairs.

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. During the complaint handling process the landlord offered the resident compensation of £400 in total, which has not yet been paid.
5. We contacted the landlord and provided it with a summary of our understanding of events. This included some comments on the landlord’s handling of the resident’s repairs and complaint. We explained what it could do to put things right for the resident.
6. The landlord told us that the resident ended her tenancy on 29 August 2025. Following our intervention, the landlord offered to pay the resident a further £300 compensation, as well as the amount of £400 outstanding from the complaint process. This will be paid to the resident directly and not used to offset any monies that the resident may owe the landlord.
7. Both parties agreed to this as a resolution of the complaint. We are therefore satisfied that, following our 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.

Putting things right

We have the discretion to make recommendations in all cases within our jurisdiction.

Recommendation

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