The Sir Oswald Stoll Foundation (202523046)

Background

1. Between August and November 2024 the resident said works which the landlord had identified as required in the property, had not been carried out. He said the landlord had incorrectly said he needed adaptations to the kitchen and its contractors did not know what work was required. He was not happy with the language the landlord had used when it communicated with him. The resident has subsequently moved to a different property with the same landlord.

What the complaint is about

2. The complaint is about the landlord’s:
   1. Response to the resident’s concerns about the specific repairs required at his property and staff communication.
   2. Handling of the complaint.

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. At the end of the complaints process the landlord acknowledged that it had failed to action the identified repairs, and had not kept the resident informed of the progress of the work. It apologised for using the word “persistent” in its communications to describe the resident’s actions. It acknowledged the inconvenience and distress caused to the resident by its failures and offered a sum equivalent to 2 weeks rent as compensation to the resident.
5. We contacted the landlord and provided it with a summary of our understanding of events. This included some comments on areas that could have been handled better and what the landlord could do to resolve the resident’s complaint. This included the landlord’s general communications and handing of the repairs.
6. Following our intervention, the landlord offered to apologise to the resident and pay a total of £600 compensation for the distress and inconvenience caused by its failures. 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 the matters. Subject to the landlord apologising to the resident and paying the compensation, we are satisfied the complaint will be resolved satisfactorily.

Recommendation

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