Sovereign Network Group — case 202335025

Decision Case ID 202335025 Decision type Investigation Landlord Sovereign Network Group Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 21 October 2025 Background In February 2023 the resident reported a leak from her water heater. When a contractor attended to replace the heater it was the wrong size. The new heater was subsequently installed in May 2023. During this time the resident had been without hot water from her kitchen sink. She told us that she had to wash up in her shower.

She said this had been difficult due to nerve damage in her legs. What the complaint is about The complaint is about the landlord’s response to a leak. Our decision (determination) The complaint was resolved with our intervention. We have made recommendations for the landlord to put things right. Summary of reasons At the end of the complaints process, the landlord acknowledged the time it had taken to replace the water heater to fix the leak. Following the completion of the internal complaints procedure the landlord offered the resident £300 compensation.

We contacted the landlord and provided it with a summary of our understanding of events. This included some comments on areas that could have been handled better and what the landlord could do to resolve the resident’s complaint. This included delays completing the works and considering the effect of the failures on the resident. Following our intervention, the landlord offered to apologise to the resident and pay a further £200 compensation. This would bring the total compensation to £500.

Both parties agreed to this as a resolution to the complaint. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy the matters. Subject to the landlord apologising to the resident and paying the compensation, we are satisfied the complaint will be resolved satisfactorily. Putting things right Recommendations The complaint has been resolved with intervention on the basis the landlord follows our recommendations. Our recommendations The landlord should apologise to the resident for its delays in carrying out the work and not considering redress for the effect on the resident.

The landlord should provide documentary evidence that it has apologised to the resident. The landlord should pay the resident a total of £500 compensation. If it has already paid £300 compensation, it should pay the remaining balance of £200. The landlord should provide documentary evidence that it has paid the compensation to the resident.