Applications are open to join the next Housing Ombudsman Resident Panel – find out more Housing Ombudsman Resident Panel.

Sanctuary Housing Association (202414577)

Back to Top

REPORT

COMPLAINT 202414577

Sanctuary Housing Association

30 May 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 to the resident’s property (including damp and mould).

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.

How the complaint was resolved

  1. The resident is an assured tenant of the landlord. On 1 November 2023 the resident reported damage to their roof. This had caused a leak that had damaged their bedroom ceiling. The landlord stated it completed repairs to the roof on 19 December 2023.
  2. The resident made a complaint to the landlord. They said that, while it had carried out a repair to the roof, it had not repaired the leak. This had caused further water damage to their bedroom ceiling and mould growth in their home.
  3. The landlord issued its final response on 10 January 2025. It accepted it had delayed and mishandled repairs to the resident’s property. It advised it was due to attend on 17 January 2025 to carry out repairs to the roof. Once this was completed, it said it would resolve the associated internal repairs. It offered £1,979 in compensation for the failures it identified.
  4. The resident referred their complaint to us. They said the landlord had not completed the roof repairs on 17 January 2025 as it had identified more extensive repairs were required. This had caused further delay.
  5. After we had accepted the complaint for investigation, the landlord told us that it had erected scaffolding at the resident’s property. The roof repair was scheduled to begin on 12 May 2025. It had also carried out a mould wash and arranged for a specialist damp contractor to inspect the property. It approved the repairs/works identified by this inspection and would carry them out once it had completed the roof repairs.
  6. The resident told us to resolve their complaint, they would like assurances from the landlord that it would complete all the required works within a reasonable period. They also told us that the landlord had said they were eligible for a further compensation payment but had not told them how much this would be. They wanted the landlord to confirm this additional payment and provide more regular/timely updates.
  7. On 7 May 2025 the landlord confirmed it would complete all the outstanding works (internal and external) within 6 weeks. It would then carry out a post-inspection to ensure it had resolved all the issues. It also offered an additional £600 compensation and had re-allocated the monitoring of the resident’s case to ensure regular updates. The resident has agreed they are happy with this outcome.
  8. On 22 May 2025 the resident confirmed that all works had been completed. They said they were waiting for a completion inspection to confirm that the works were completed. They informed us that, subject to the final inspection and payment of compensation – the issue was resolved.
  9. 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”

  1. I am satisfied, following the intervention of this Service, that the landlord has now taken actions to remedy the matters raised which resolve the complaint satisfactorily. This includes:
    1. A total of £2,600 compensation to recognise the failures that occurred
    2. That the works have been completed
    3. That it will complete a final completion inspection by the end of May 2025

Recommendations

  1. The Ombudsman recommends the landlord completes the agreed actions:
    1. Paying the resident all outstanding compensation.
    2. Carrying out a post-inspection survey once it has completed the works.
  2. It has not been necessary to ask the landlord to conduct a review of this complaint, as it provided information on what the errors in this case were and how they were caused. The Ombudsman does recommend, however, that the landlord consider how it can prevent further failures in future cases like this one, following from its learning in this case.