Salix Homes Limited · Case 202504673 · 13 March 2026
Salix Homes Limited — case 202504673
The complaint concerned the short notice given for an electrical safety check appointment. The landlord sent a letter more than 24 hours before the appointment, but the resident did not receive it in time due to postal delay. The Ombudsman found the landlord's response—reiterating its apology, explaining the postal delay, committing to post future letters earlier and arranging a convenient weekend appointment—was reasonable redress that satisfactorily resolved the complaint.
Findings by complaint head
Summarised automatically from the decision below. The Ombudsman's decision text is the authoritative record.
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Notice provided for electrical safety check appointment
Reasonable redressThe landlord sent a letter dated 9 October 2024 for a 16 October 2024 appointment (more than 24 hours' notice), but the resident did not receive it until 18 October 2024. The landlord apologised, explained the delay was due to the postal service, said it would post future appointment letters earlier, and offered a weekend appointment. The Ombudsman found these actions reasonable and proportionate.
The full determination
Decision Case ID 202504673 Decision type Investigation Landlord Salix Homes Limited Landlord type Housing Association Occupancy Assured Tenancy Date 13 March 2026 Background The resident received 2 appointment letters for an electrical safety check after the appointments were due. He complained to the landlord about this and asked it to provide him with at least 2-4 weeks’ notice for the appointments, as he worked full-time. What the complaint is about The complaint is about the notice provided for the electrical safety check appointment.
Our decision (determination) There was reasonable redress which satisfactorily resolved the complaint about the notice provided for the electrical safety check appointment. Summary of reasons The tenancy agreement says the landlord will give the resident 24 hours’ written notice to access the property. It is responsible to ensure that it is received in time. The evidence we’ve seen confirms the landlord sent a letter dated 9 October 2024 for an appointment on 16 October 2024.
This would have been more than 24 hours’ notice. However, we understand the resident did not receive the letter until 18 October 2024. In its final response to the resident, the landlord: Reiterated the apology made by its contractor. Explained the reason for the delayed appointment letters was the postal service. Said that it would post future appointment letters earlier to mitigate any postal delays. Said that it would arrange a weekend appointment that was convenient for the resident as per his request, so he did not need to take time off work.
The above actions were reasonable and proportionate to put matters right for 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.