Torus62 Limited (202503047)

Background

1. The resident accepted a tenancy via a management move on 7 October 2024. She raised concerns about the number of repairs needed to the property, which caused delays in her being able to move in. The landlord completed multiple repairs between October 2024 and February 2025. It also addressed a formal complaint between December 2024 and March 2025.

What the complaint is about

2. The complaint is about the condition of the property when let and repairs.

Our decision (determination)

3. The complaint was resolved with our intervention.

We have made a recommendation for the landlord to put things right.

Summary of reasons

4. At the end of the complaints process, the landlord paid the resident £600 compensation. Outside of the complaints process, it also offered to credit 2 weeks rent, which totalled £242.90.
5. We spoke to the resident as part of our investigation. She said that the landlord processed the compensation, but she did not know if it processed the rent refund. She would be willing to resolve the complaint if the landlord provided evidence to show it had made the rent payment.
6. We contacted the landlord and asked it to provide evidence of the rent adjustment. It confirmed that it made the adjustment in January 2025. We asked it to provide evidence to show it processed this to the resident, which it agreed to.
7. Following our intervention, the landlord has agreed to take actions to remedy the matters. Subject to the landlord providing evidence of the rent adjustment, we are satisfied the complaint will be resolved reasonably.

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