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Newlon Housing Trust (202212689)

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REPORT

COMPLAINT 202212689

Newlon Housing Trust

29 August 2023


Our approach

Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding and assist in reaching an agreed settlement.

The complaint

  1. The complaint is about the landlord’s handling of the resident’s reports regarding the condition of the windows.

Determination (decision)

  1. In accordance with paragraph 53 (c) of the Housing Ombudsman Scheme, the landlord has made an offer of redress following the Ombudsman’s intervention, which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

  1. The resident holds an assured tenancy on a two-bedroom flat within a purpose-built block owned by the housing association landlord. The property was built in 1999.
  2. Since 2019, the resident has complained to the landlord about the condition of the windows, specifically that the flat was cold due to heat loss, and road noise from the adjacent dual carriage way has disrupted the resident’s sleep.
  3. Over the years, the landlord has sent several surveyors who gave various advice, which both the resident and their landlord have followed. For example, the resident purchased new curtains, and the landlord installed 2 big heaters. However, this made no improvements. The landlord said that any other expenses would have to wait as the windows would be changed as part of its cyclical works, but this was not due until 2029. During the complaint process, the landlord said it would bring the work forward, but it still would not occur before 2025.
  4. The resident told this service that the situation had become intolerable and that he was considering a property transfer or downsizing just because of the condition of the windows. He said if only the landlord could do something about the windows, he would stay in the property he loves.
  5. Following the Ombudsman’s intervention, the landlord has agreed to fit all the windows at the property with secondary glazing sliding windows, which significantly improve thermal and acoustic performance. The landlord has committed to complete the works by 13 October 2023, and it also advised that once the windows are replaced, the resident will be given the option to retain the second glazing or remove them, keeping just the new windows.
  6. The residents have accepted the landlord’s offer.
  7. Paragraph 53 (c) of the Housing Ombudsman Scheme states that: “At any time, the Ombudsman may determine the investigation of a complaint immediately if satisfied that the member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily. This will result in a finding of ‘resolved with intervention’.
  8. Following this Service’s intervention, the Ombudsman is satisfied that the landlord has now taken action to remedy the matters raised, which resolves the complaint satisfactorily.