Sovereign Network Homes (Former Network Homes) (202315902)

REPORT

COMPLAINT 202315902

Sovereign Network Homes (Former Network Homes)

26 February 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:
   1. The landlord’s handling of the resident’s reports of repairs to the balcony door lock. 
   2. The landlord’s handling of the resident’s complaint.

Background

2. The resident has an assured shorthold tenancy. The property is a 1–bedroom, ground floor flat. The housing records confirm the resident has mobility issues and learning needs. She told this Service she is dyslexic and has dyspraxia.
3. The resident told the landlord on 19 January 2022 that her back door did not lock. The landlord raised a repair on the same day and arranged for the lock to be fixed on 2 February 2022. Further issues with the door lock were reported on 18 March 2022. The repair was completed on 21 March 2022.
4. The resident told this Service on 15 November 2022 that the balcony door did not close and despite reporting the issue to her landlord on numerous occasions, the door remained insecure. She said she did not feel safe in her home because the door did not lock
5. The landlord issued its stage 1 complaint response on 30 November 2022 and said:
   1. The balcony door was replaced in 2021 after it was established it had been damaged. The damage was caused by the resident leaving the door to ‘’blow freely.’’
   2. The resident had reported further repairs to the balcony door and these jobs had been completed.
   3. It had asked its repairs contractor to establish why the balcony door lock kept failing and was awaiting a response. It would provide the resident with an update within the next 7 days.
   4. It would arrange for the door to be repaired by the end of January 2023, if new parts were required.
6. The resident escalated her complaint on 25 May 2023. She said no one had visited her home and the landlord did not respond to her telephone calls.
7. The landlord issued its final complaint response on 5 July 2023 and said:
   1. The bottom of the balcony door was dragging against the step and did not lock securely.
   2. The damage was caused because the door was allowed to ‘‘’swing against the brickwork.’’ It would ask its contractor to assess whether a closing device could be installed to prevent this happening in the future.
   3. It would arrange for a surveyor to visit and determine if the door or door frame needed to be replaced.
   4. It offered £150 compensation for the delays and its poor complaints handling.

Post complaint events.

8. The landlord raised a job on 10 July 2023 to overhaul the balcony door and fit a heavy-duty door closing mechanism. This work was done on 10 August 2023. The door was replaced in March 2024.
9. The resident told this Service there were still issues with the door lock and the landlord had still not plastered around the door frame. She also said the offer of compensation was insufficient given the length of time it took the landlord to resolve the matter.

Assessment and findings

The landlord’s handling of the resident’s reports of repairs to the balcony door lock.

10. The tenancy agreement confirms the landlord is responsible for keeping the structure of the building in good repair. This includes external doors. Residents are responsible for reporting repairs and making good any damage they cause to the property.
11. The landlord’s repairs policy says it will carry out repairs quickly and efficiently. Responsive repairs fall into the following categories:
    1. Emergency repairs are made safe within 24 hours. Emergency repairs include repairs where there is a risk to a resident’s safety or their home is insecure.
    2. Urgent repairs are completed within 7 calendar days and include repairs where there is no risk to health and safety.
    3. Routine repairs are completed within 28 calendar days.
12. The landlord’s emergency repairs procedure says it will repair faulty locks within 24 hours.
13. The landlord’s complaints and compensation policy says it will offer compensation if it takes too long to do something, does not follow its own policies or breaks a promise. Awards up to £10 per week are given where it causes a resident distress.
14. The resident told the landlord on 19 January 2022 that the balcony door did not lock and the door did not line up with the door frame. The landlord was placed on notice at this point and had an obligation to carry out the necessary repairs in accordance with the tenancy agreement.
15. The landlord raised an urgent repair on the same day and said the work would be done on 26 January 2022. This was not consistent with the landlord’s emergency repairs procedure and meant there were delays in carrying out the work. The repair was completed on 2 February 2022, which was 14 days after the resident reported the repair. This was not appropriate, as it was not consistent with the landlord’s policy.
16. A further repair was ordered on 18 March 2022 following reports from the resident that the door lock was faulty. The repair was raised as an urgent job rather than an emergency repair. Again, this was not consistent with the landlord’s emergency repair procedure. The repair was completed on 21 March 2022, which was 3 days later. This was not appropriate, as it was not consistent with the landlord’s policy.
17. The landlord told the resident on 30 November 2022 in its stage 1 complaint response that it had asked its repairs contractor to visit the resident’s home to inspect the balcony door. This demonstrated it was resolution focused and wanted to put things right for the resident. It said it would provide a response within 7 days. This provided clarity and ensured the landlord managed the resident’s expectations.
18. There is no evidence the landlord carried out an inspection or provided the resident with an update. This demonstrated poor communication on the part of the landlord and meant the resident was unclear on what action was being taken to address her concerns.
19. The landlord confirmed on 5 July 2023 in its final complaint response that its communication with the resident did not meet required standards. This demonstrated it took learning from the complaint. It said it would replace the door to ensure it functioned correctly and fit a slow closing device to prevent it swinging in the future. The landlord’s overall offer of £150 compensation was fair in the circumstances and consistent with its compensation policy.
20. The landlord raised a job on 10 July 2023 to overhaul the balcony door and fit a heavy-duty door closing mechanism. This was done on 10 August 2023 in accordance with the landlord’s repairs policy.
21. In summary, the landlord did not follow its emergency repair procedure and there were delays in repairing the door lock. Its communication with the resident was also poor at times. The landlord did, however, carry out identified repairs, take learning from the complaint and agreed to replace the door and fit a door closing mechanism. The landlord’s overall offer of compensation was reasonable in the circumstances. In this case, there was reasonable redress by the landlord in its handling of the resident’s reports of repairs to the balcony door lock.

The landlord’s handling of the resident’s complaint.

22. The landlord’s complaints policy comprises of 2 stages. Complaints are acknowledged within 2 working days and a reply at stage 1 issued within 10 working days. Residents who wish to escalate their complaint must do so within 30 days. The landlord responds to escalations at stage 2 within 20 working days. If more time is needed, the landlord says it will contact the resident to advise them.
23. The resident complained via this Service on 15 November 2022. There is no evidence the complaint was acknowledged by the landlord. This was not consistent with the landlord’s complaints policy.
24. The landlord issued its stage 1 complaint response on 30 November 2022. This was 11 working days after the complaint was raised. This was not consistent with the landlord’s complaints policy.
25. The resident escalated her complaint on 25 May 2023. It was reasonable for the landlord to accept the escalation request given it was made 5 months after the stage 1 response was sent. This demonstrated the landlord was sensitive to the resident’s circumstances and wanted to put things right for her.
26. The landlord issued its final complaint response on 5 July 2023. This was 29 working days after the resident escalated the complaint and was not consistent with the landlord’s complaints policy. The landlord acknowledged its complaints handling did not reflect the standards expected.
27. The landlord’s overall offer of £150 compensation was fair in the circumstances and consistent with its compensation policy. Furthermore, it was consistent with our guidance on remedies.
28. In summary, the landlord did not follow its complaints policy at times and there were delays in issuing its complaint responses. The landlord’s overall offer of £150 compensation was fair in the circumstances. In this case, there was reasonable redress by the landlord in its handling of the resident’s complaint.

Determination

29. In accordance with paragraph 53.b of the Housing Ombudsman Scheme, there was reasonable redress by the landlord in its handling of the resident’s reports of repairs to the balcony door lock.
30. In accordance with paragraph 53.b of the Housing Ombudsman Scheme, there was reasonable redress by the landlord in its handling of the resident’s complaint.

Orders and Recommendations

Recommendations

31. The landlord pays the £150 compensation previously offered to the resident, if not already paid.
32. The landlord contacts the resident and makes arrangements to check the door lock and arrange for the plastering work to be done.