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Sanctuary Housing Association (202425499)

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REPORT

COMPLAINT 202425499

Sanctuary Housing Association

6 May 2025


Our approach

The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). The Ombudsman considers the evidence and looks to see if there has been any ‘maladministration’, for example whether the landlord has failed to keep to the law, followed proper procedure, followed good practice or behaved in a reasonable and competent manner.

Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. Their accounts of what has happened are summarised below. This report is not an exhaustive description of all the events that have occurred in relation to this case, but an outline of the key issues as a background to the investigation’s findings.

The complaint

  1. The complaint is about the landlord’s handling of repairs to the resident’s roof.
  2. The Ombudsman has also considered the landlord’s complaint handling.

Background

  1. The resident is an assured tenant of the landlord. The property is a 3-bedroom terraced house.
  2. On, or around, 2 November 2023 the resident made a report to the landlord that their roof and/or loft space were causing damp and mould in their property. The landlord inspected on 23 November 2023. It identified that the loft insulation was insufficient and needed replacing/topping up. It also identified that it should treat mould-affected areas of the property.
  3. The resident made a complaint. They said the landlord had inspected the loft but had then taken no further action. They advised that there was still mould growing in their home.
  4. The landlord issued its final response on 1 October 2024. It said its contractor had carried out a mould treatment on 13 August 2024. It said it had booked an inspection to check if the loft insulation had been replaced and to identify any further needed repairs. It increased its compensation offer to £450. This comprised:
    1. £300 for the impact of delays on the resident.
    2. £100 for the delay in issuing its stage 2 response.
    3. £50 to cover until the end of October 2024.
  5. The resident referred their complaint to us. They said their landlord had done some mould treatment but the mould had come back. They wanted the landlord to complete the identified repairs to their home.

Post complaint procedure

  1. Following its final response, the landlord inspected the resident’s property on 1 October 2024. It identified that the loft insulation had not been replaced. It also identified that it should clear the gutters, carry out further mould treatments, and provide the resident with dehumidifiers. It said it would attend on 22 October 2024 to carry out the works.
  2. The resident advised the landlord they would not be present on 22 October 2024, but their adult son would be able to provide access. Unfortunately, it appears that the landlord’s contractor was unable to gain access when it attended. The resident has stated that they did speak to the contractor that day and had been advised they were only attending to measure for the loft insulation, not to lay new insulation.
  3. The resident subsequently arranged for a private contractor to replace the loft insulation. They also purchased 2 dehumidifiers as the ones offered by the landlord would have needed to be vented through an open window. The resident said this was not suitable during winter months.
  4. The available evidence indicates the landlord carried out the mould treatments on 4 December 2024 and cleared the gutters in January 2025. On 29 January 2025 the resident reported to the landlord that damp and mould was returning throughout their property.
  5. On 3 and 4 March 2025 the resident reported there was still damp and mould in their home. They asked that that the landlord:
    1. Carry out an inspection.
    2. Repair their kitchen cupboards which had been damaged by damp.
    3. Reimburse them for costs they had incurred. These included buying mould spray, stain-blocking paint, and dehumidifiers, as well as replacing the loft insulation.
  6. On 7 March 2025 the landlord said it would log a new complaint for these matters. It explained this was necessary as the resident’s previous complaint had exhausted its complaint procedure and could not be re-opened.
  7. The landlord has provided this Service with evidence that, since 18 March 2025, it had carried out an internal and an external inspection of the resident’s property. It had completed the mould treatments identified by the internal inspection. It had also approved the quote for all the works identified by the external inspection.

Assessment and findings

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

“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. This will result in a finding of ‘resolved with intervention’.

  1. We spoke to the landlord on 24 April 2025. It explained it had allocated a single point of contact for the resident and was keeping them regularly updated. It was happy to give assurances that it would complete the outstanding works within 12 weeks. If this identified any further required works it would carry these out.
  2. The landlord advised it had issued its stage 1 response for the new complaint on 20 March 2025. It had offered £309.67 compensation. This included £184.67 to reimburse the resident for the costs of dehumidifiers and paint. The response also confirmed the landlord would carry out repairs in the resident’s kitchen. It said the resident had not yet accepted the offered compensation.
  3. We spoke to the resident on 28 April 2025. They agreed that the landlord’s summary of the current situation was accurate. They said that as a resolution to their complaints they wanted the landlord to complete the outstanding works and consider additional compensation to recognise the overall impact on the resident and their family.
  4. The landlord confirmed to us the same day that it would complete all works, including the kitchen repairs, within 12 weeks. Once it had completed all the works it would do a post-inspection survey. If any works were still outstanding after 12 weeks, it would keep the resident regularly updated until completion.
  5. The landlord also offered an additional £1000 compensation to reimburse the cost of the loft insulation, to recognise the impact on the resident, and for the length of time the matters had been ongoing.
  6. In the Ombudsman’s opinion, the redress now agreed between the resident and landlord is sufficient to satisfactorily resolve the complaint.

Determination

  1. In accordance with paragraph 53.c of the Housing Ombudsman Scheme, the landlord’s handling of repairs to the resident’s roof has been resolved with intervention.
  2. In accordance with paragraph 53.c of the Housing Ombudsman Scheme, the landlord’s handling of the resident’s complaint has been resolved with intervention.

Recommendations

  1. The Ombudsman recommends the landlord completes the agreed actions:
    1. Paying the resident the £309.67 compensation offered in the 20 March 2025 stage 1 response.
    2. Paying the additional £1000 compensation offered on 28 April 2025.
    3. Completing the outstanding works to the resident’s property.
    4. Carrying out a post-inspection survey once it has completed the works.