Richmond Housing Partnership Limited — case 202525064

Decision Case ID 202525064 Decision type Investigation Landlord Richmond Housing Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 22 May 2026 Background In December 2024, a leak from the resident’s bathroom damaged her kitchen ceiling. The landlord made the ceiling safe at the time and noted that it needed to repair it. The landlord replaced the ceiling in April 2026. What the complaint is about The complaint is about the landlord’s handling of the resident’s kitchen ceiling repair.

Our decision (determination) There was maladministration in the landlord’s handling of the resident’s kitchen ceiling repair. We have made orders for the landlord to put things right. Reasons Landlords have a legal obligation to keep their properties in good repair. The landlord’s policy says that it will complete routine repairs within 28 working days. The landlord took approximately 17 months to complete the kitchen ceiling repairs in the resident’s property. During this prolonged period of time, the evidence shows that it: Failed to adequately monitor and progress the repair.

Failed to keep in reasonable contact with the resident. This meant that she had to chase it for updates on several occasions. Missed opportunities to meaningfully investigate the resident’s concerns that the kitchen ceiling was unsafe following the temporary repair in December 2024. We are satisfied that the 17 months it took the landlord to resolve the repair was avoidable and significantly exceeded its policy timescale of 28 working days. The length of time it took the landlord to resolve the repair and its other failures during that period caused the resident distress and inconvenience.

In particular, this is because the evidence available shows that during that time she did not have a kitchen light and had to use lamps for lighting. It is acknowledged that the landlord offered the resident £300 compensation in its October 2025 stage 2 response. However, given the failings highlighted and that further avoidable delays continued until it completed the works in April 2026, the compensation did not go far enough to put matters right. Therefore, we have ordered the landlord to pay the resident £600 compensation.

This is in line with our compensation guidance for circumstances where the landlord’s failings adversely affected the resident. This replaces its original offer of £300. Any payment that it has already been made may be deducted from the total. The landlord told the resident that it would provide her with its insurer’s details following her concerns that the leak had damaged her belongings. It is unclear whether it did so. The resident has also told us that the smoke alarm was not re-installed following the completion of the works.

Therefore, an order has been made for the landlord to contact the resident in relation to these matters. Putting things right Where we find service failure, maladministration or severe maladministration we can make orders for the landlord to put things right. We have the discretion to make recommendations in all other cases within our jurisdiction. Orders Landlords must comply with our orders in the manner and timescales we specify. The landlord must provide documentary evidence of compliance with our orders by the due date set.

Order What the landlord must do Due date 1 Apology order The landlord must apologise in writing to the resident for the failures identified in this report. The landlord must ensure: The apology is specific to the failures identified in this decision, meaningful and empathetic. It has due regard to our apologies guidance. No later than 19 June 2026 2 Compensation order The landlord must pay the resident £600 compensation for the distress and inconvenience caused by its handling of her kitchen ceiling repairs.

This must be paid directly to the resident by the due date. The landlord must provide documentary evidence of payment by the due date. The landlord may deduct from the total figure any payments it has already paid. No later than 19 June 2026 3 Action order The landlord must contact the resident by the due date to: Discuss any outstanding works in relation to the kitchen ceiling repair. If there are works outstanding, it should complete them within its policy timescales. It should consider whether further compensation is warranted.

Provide her with its insurer’s details. If, due to the passage of time, a claim is not possible, the landlord should consider compensating the resident for any damaged belongings, in line with any relevant policies and procedures. The landlord must provide documentary evidence that it has contacted the resident by the due date. It must also confirm its decision on both points and the reasons for this.