Broadland Housing Association Limited — case 202108799
Maladministration Complaint handling criticised
The Housing Ombudsman found maladministration by Broadland Housing Association Limited for its failure to respond adequately to reports of damp and mould. The landlord was ordered to apologise, pay compensation, and carry out remedial works.
Orders and recommendations
Apology
The landlord must write to the resident to apologise for the failings identified.
Within 4 weeks
Compensation
The landlord must pay compensation for the distress and inconvenience caused.
Within 4 weeks
Take specific action
The landlord must carry out a full inspection and complete necessary remedial works to address the damp and mould.
Within 8 weeks
Findings by complaint head
Summarised automatically from the decision below. The Ombudsman's decision text is the authoritative record.
Response to reports of damp and mould
Maladministration
The landlord failed to respond adequately to reports of damp and mould, causing prolonged distress to the resident.
The full determination
The full text of this determination is available on the official Housing Ombudsman
website (linked below).
This is a structured summary of a published determination. The official decision is the
authoritative record. Contains public sector information licensed under the Open Government Licence v3.0.
Similar decisions
Other determinations involving Broadland Housing Association Limited or the same complaint category.
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould (significant delays, poor communication and failure to consider the resident's vulnerabilities), no maladministration in how…
The Ombudsman found maladministration in the landlord's handling of a conservatory replacement, and service failure in its handling of Velux window replacement, service charge administration, and complaint handling;…
The Ombudsman found maladministration in the landlord's handling of the resident's request for a replacement kitchen, citing poor record keeping, an excessive delay of over 9 months before its contractor attended, poor…
The Ombudsman found reasonable redress in the landlord's response to concerns that a gas hob had been installed incorrectly (it completed gas and electrical checks, offered £400 and a new kitchen), no maladministration…
The Ombudsman found no maladministration in the landlord's handling of the resident's request to install solar panels. The landlord gave reasonable explanations for refusing permission (communal roof, not part of…
The Ombudsman found service failure in the landlord's retention of an unsent draft letter on the resident's file, causing distress, and ordered an apology and £75 compensation. No maladministration was found regarding…
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