Habitare Homes Limited · Case 202404849 · 11 March 2026
Habitare Homes Limited — case 202404849
The complaint about the landlord's response to repairs reports and its complaint handling was resolved with the Ombudsman's intervention. The landlord agreed to apologise and pay £200 compensation, which both parties accepted as a resolution.
Orders and recommendations
- Apology
The landlord should apologise to the resident.
- Compensation
The landlord should pay the resident £200 compensation and provide documentary evidence of payment.
Compensation ordered
| Reason | Amount |
|---|---|
| Compensation agreed following Ombudsman intervention for repairs delays and complaint handling | £200 |
| Total | £200 |
Findings by complaint head
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Reports of repairs at the property
Mediation / settlementThe landlord passed repairs to the builder and the resident experienced delays. Following the Ombudsman's intervention, the landlord agreed to pay £200 compensation and apologise, resolving the complaint.
-
Complaint
Mediation / settlementThe landlord's stage 2 response was criticised for delays. Following intervention, the landlord agreed to apologise and pay compensation, resolving the complaint.
The full determination
Decision Case ID 202404849 Decision type Investigation Landlord Habitare Homes Limited Landlord type For profit Occupancy Shared Ownership Date 11 March 2026 Background The resident reported repairs to the landlord a week after she moved into her new-build property in September 2024. The landlord passed the repairs to the builderresponsible for the repairs. What the complaint is about The complaint is about the landlord’s response to the resident’s: Reports of repairs at the property.
Complaint. Our decision (determination) The complaint has been resolved with our intervention. Summary of reasons At the end of the complaints process the landlord apologised but did not offer the resident any compensation. She remained dissatisfied and asked us to investigate the matter. We contacted the landlord on 10 March 2026 and provided a summary of our understanding of the events. This included comments about the delays the resident experienced with the repairs she reported and its stage 2 response.
Following our intervention the landlord agreed to pay the resident £200 compensation. Both parties agreed this as a resolution to the complaint. We are therefore satisfied following our intervention, the landlord agreed to take appropriate action to remedy issues and resolve the complaint satisfactorily. Putting things right Recommendations The complaint has been resolved with our intervention on the basis the landlord follows our recommendations. Our recommendations The landlord should apologise and pay the resident £200 compensation.
The landlord should provide us with documentary evidence that it has paid the compensation.
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.