Octavia Housing · Case 202334918 · 27 November 2025
Octavia Housing — case 202334918
The complaint concerned the landlord's handling of repairs to the resident's bedroom walls and ceilings, which were delayed. The complaint was resolved with Ombudsman intervention: the landlord completed the works, offered compensation (£1,043.80 during the process plus £350 after, totalling £1,393.80 offered), and following intervention agreed to pay a further £2,704.90 and apologise, which both parties accepted as a resolution.
Orders and recommendations
- Compensation
Pay the resident £2,704.90 compensation and provide documentary evidence of payment.
- Apology
Write to the resident to apologise for the issues experienced.
Compensation ordered
| Reason | Amount |
|---|---|
| Compensation agreed following Ombudsman intervention for delays in completing repairs and complaint handling | £2,705 |
| Total | £2,705 |
Findings by complaint head
-
Handling of repairs to walls and ceilings
Mediation / settlementThe complaint was resolved with intervention. The landlord offered compensation and agreed to complete the plastering and decoration works, which it did. Following the Ombudsman's intervention, the landlord offered a further £2,704.90 and agreed to apologise, which both parties accepted as a resolution.
The full determination
Decision Case ID 202334918 Decision type Assessment Landlord Octavia Housing Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background In October 2023 the resident reported a repair to the ceilings and walls in her bedroom. She said the ceiling had fallen in some places and other areas looked unstable. When the resident raised her complaint to the landlord the repairs were outstanding. In the landlord’s response to the complaint it acknowledged there had been delays in it addressing the repairs.
It offered the resident compensation. It agreed to complete the plastering and decoration works and later did in or around September 2025. What the complaint is about The complaint is about the landlord’s handling of the repairs to the walls and ceilings. Our decision (determination) The complaint was resolved with our invention. We have made recommendations for the landlord to put things right. Summary of reasons At the end of the complaints process, the landlord offered the resident £1,043.
80 compensation. This was in recognition of the time it had taken to complete the repair and the delay in it providing its stage 2 complaint response. After the complaints process, the landlord offered the resident an additional £350 compensation. We contacted the landlord and provided it with a summary of our understanding of events. This included some comments on areas that the landlord could have handled better and what it could do to resolve the resident’s complaint. Following our intervention, the landlord offered to pay the resident a further £2,704.
90. It also agreed to write with the resident to apologise for the issues she experienced. Both parties agreed to this as a resolution to the complaint. We are therefore satisfied that, following intervention, the landlord has agreed to take actions to remedy the matters. Subject to the landlord paying the compensation, we are satisfied the complaint will be resolved satisfactorily. Putting things right The complaint has been resolved with intervention on the basis the landlord follows our recommendations.
Our recommendations The landlord should now pay the resident £2,704.90 compensation. The landlord should provide documentary evidence that it has paid the compensation to the resident.
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.