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GreenSquareAccord Limited (202442992)

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REPORT

COMPLAINT 202442992

GreenSquareAccord Limited

24 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:
    1. Damp and mould.
    2. The replacement of windows.

Background

  1. The resident is an assured tenant of the landlord’s since 2020.
  2. On 22 October 2024 the resident complained to the landlord. He said he was unhappy with the damp and mould in his property. The resident said he believed it was caused by the windows and their state of repair.
  3. The landlord sent its stage 1 response to the resident on 7 November 2024. It upheld the resident’s complaint and offered him £650 compensation.
  4. On the same day the resident escalated his complaint. He said the windows and living conditions at his property were not acceptable.
  5. The landlord sent its stage 2 response to the resident on 25 November 2024. It upheld the resident’s complaint and offered him a further £100 compensation.
  6. The resident remained unhappy with the living conditions at his property, due to the windows and the subsequent damp and mould.

How the complaint was resolved

  1. The resident told us the windows at his property were replaced by the landlord in June 2025. He said there were no other outstanding repairs. We asked the landlord if it wanted to offer of compensation to the resident to resolve the complaint.
  2. The landlord offered to pay the resident £1,160 compensation. The resident has informed us he is content with this as a resolution to his complaint.
  3. Paragraph 53.c. of the Housing Ombudsman Scheme states that:
    1. “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”.
  4. I am 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

  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 £1,160 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.