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Golding Homes Limited (202418958)

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REPORT

COMPLAINT 202418958

Golding Homes Limited

9 July 2025


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 handling of repairs at the property.

Background

  1. The resident is an assured tenant of the landlord’s since 2018. She lived at the property, a 2-bed house, with her daughter.
  2. On 2 June 2023 the landlord installed an electric shower as an adaptation at the resident’s property.
  3. On 19 June 2023 the resident complained to the landlord. She said she was not happy with the standard of the shower adaptation work and the conduct of the workmen who installed it. The resident said during the installation the workmen damaged her bathroom unit.
  4. The landlord responded at stage 1 of its internal complaints process on 10 July 2023. It asked the resident if she had been offered any compensation for her damaged items. It did not uphold her complaint.
  5. The resident escalated her complaint on 3 April 2024. She said she was unable to use her shower as it leaked, and the shower head falls down. The resident said it was affecting her mental health. She also raised other repairs for the property.
  6. The landlord responded at stage 2 of its internal complaints process on 14 May 2023. It said the following:
    1. The landlord visited the resident the previous month to discuss her complaint.
    2. It had given feedback regarding their behaviour to the workmen who fitted the shower at her property.
    3. The landlord had an action plan for all the further repairs at the property. It would monitor their progress.
    4. It offered the resident £300 compensation broken down as:
      1. £100 for the damaged bathroom unit.
      2. £200 for anxiety and nuisance caused.
  7. The resident remained unhappy and brought her complaint to us. She said the landlord rehoused her in May 2025 via a permanent managed move.

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. We spoke to the parties and explained that as the resident had moved to a new property, we would be unable to order the landlord to complete outstanding repairs. The resident said to recognise the stress and inconvenience caused she would like further compensation of £850.

The landlord’s offer of redress

  1. The landlord offered to pay the resident £850 compensation within 4 weeks. The resident has informed us that she is content with this as a resolution to her complaint as she has moved from the property.
  2. We are therefore satisfied that following our intervention, the landlord’s actions will remedy the matters raised. This will resolve the complaint satisfactorily, together with the compensation offered at stage 2 of the complaint procedure.

Determination

  1. In accordance with paragraph 53.c. of the Housing Ombudsman Scheme, the complaint was resolved with intervention.

Recommendation

  1. We recommend that the landlord pay the sum of £850 compensation, if it has not already done so, in any event within 4 weeks of this decision. We have found the complaint resolved with intervention on the basis this is paid.