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Orbit Group Limited (202317725)

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REPORT

COMPLAINT 202317725

Orbit Group Limited

27 November 2024


Our approach

Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding and assist in reaching an agreed settlement.

The complaint

  1. The complaint is about the landlord’s response to reports of a leak, damp and mould and it’s handling of the subsequent repairs.

Background

  1. The resident lives in a 1-bedroom flat on the second floor under an assured tenancy.
  2. In January 2023 the resident reported a leak coming into his hallway through the ceiling. In February 2023 the resident reported that the leak had caused damp and mould to his property and damaged the internal decoration. The landlord completed damp and mould surveys of the property in April 2023 and May 2023.
  3. In March and April 2023 there were 2 appointments arranged with the resident to investigate the leak which the contractor did not attend. The resident said this was frustrating for him as he had had to change his work schedule so that he could be at home for the appointments. There was another appointment on 3 March 2023 when the contractor had attended without previously notifying the resident.
  4. On 24 March 2023 the resident complained that:
    1. he had reported an intermittent leak to the landlord in January 2023 which the landlord had not repaired
    2. there had been 2 appointments when a contractor had attended but then left without carrying out any work, stating the repair required a plumber
    3. there had been 2 missed appointments in March 2023 when he had waited in, but no one arrived
    4. he had received a text from the landlord on 19 February 2023 stating that it would be in touch within 28 days regarding his report of damp and mould, but no one had contacted him
  5. The landlord sent its stage 1 response on 3 May 2023 in which it said:
    1. it apologised for a missed appointment on 12 April 2023, when its contractors had to attend an emergency appointment
    2. it accepted it should have contacted the resident to let him know that it could not attend on that date
    3. it accepted this was not the first time that its contractor had not attended appointments
    4. it had rebooked the appointment for 10 May 2023
    5. it apologised for its failures and offered £185 compensation
  6. The resident informed the landlord that he did not feel it had dealt with his reports of damp and mould. He also said that he did not feel the landlord had investigated the damage which the leak, damp and mould had caused to his property.
  7. In July 2023 the landlord identified the source of the leak, which was a rusted water tank situated in the roof space above the resident’s flat. The landlord replaced the tank.
  8. In August 2023 the resident reported the leak had returned to his hallway and was also leaking into his kitchen. The water was also going into the resident’s electrical sockets. The landlord investigated and found this to be a faulty connection to the new water tank. This was repaired at the end of August 2023.
  9. In it’s final complaint response on 8 November 2023 the landlord:
    1. confirmed all repair works relating to the leak had been completed
    2. confirmed concerns about the damp and mould had been addressed
    3. confirmed it would repair the damage caused to the resident’s internal decoration
    4. offered £535 compensation for the distress and inconvenience caused to the resident
  10. This service understands that the landlord completed the redecoration works on or around 15 March 2024.

Assessment and findings

  1. Paragraph 53.c. of the Housing Ombudsman Scheme states that:

“The Ombudsman may determine the investigation of a complaint immediately if satisfied that the member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily”.

The Ombudsman’s intervention

  1. This service contacted the landlord on 21 November 2024 and provided it with a summary of the Ombudsman’s understanding of the events. This included the Ombudsman’s provisional comments as to what the landlord could do to resolve the resident’s complaint.

The landlord’s offer of redress

  1. On 22 November 2024, the landlord provided this service with evidence that it had acted on the Ombudsman’s provisional comments which involved paying the resident £750 compensation.
  2. The resident has informed the Ombudsman that he is satisfied with this as a resolution to his complaint.
  3. The Ombudsman is therefore satisfied, following the intervention of this service, that the landlord has now taken actions to remedy the matters raised which resolve the complaint satisfactorily.

Determination (decision)

  1. In accordance with paragraph 53.c. of the Housing Ombudsman Scheme, the landlord has made an offer of redress, following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

Order and recommendations

  1. The Ombudsman makes no orders or recommendations as we are satisfied the landlord has already taken the relevant action.