A FAMILY which was left with “condensation dripping" from ceilings has been awarded compensation after a watchdog ruled there had been "maladministration" by council housing bosses.
The Housing Ombudsman has ruled against Colchester Borough Homes after a complaint was made to it about the condition of one of the council’s tenanted properties.
In July 2022 the resident reported that plaster was coming off the chimney breast around the fireplace their home.
The same month the council marked the job as being complete.
In November 2022 the resident reported “condensation dripping” from the ceiling of her son’s bedroom.
The same month she chased the repair of the chimney.
In December that year the landlord instructed an independent surveyor to inspect the property.
The report highlighted a number of issues in the bedroom, living room and other rooms.
But the residents made a complaint after the result of the report was not relayed to her.
She chased the lack of response in February and the council responded a week later to say it would arrange a further inspection and offered her £100 compensation.
The tenant asked for her complaint to be escalated unhappy at the delay and the “patronising” way she felt she had been spoken to.
A number of repairs were made and compensation of £400 was offered.
The woman subsequently complained to the Housing Ombudsman.
She said that the bedroom in the property was “covered in mould”, and in the winter months she had water “dripping” from the ceilings.
The report found: "The landlord’s record keeping around the repairs was poor, and it was at times unclear on what action it had taken or needed to take.
"The landlord was not proactive in booking follow up repairs and failed to adhere to the timeframes set out in its damp and mould policy.
"It failed to show an appropriate level of learning about its admitted failings, which meant similar mistakes continued to happen."
It added: "The lack of reflection of its own actions can reasonably be concluded to have contributed to the overall poor handling of the substantive issues in the complaint."
The ombudsman ruled the council must pay the resident £950 in compensation.
'Repairs not completed within reasonable timescale'
A spokesman for Colchester Borough Homes, said: “In April, the Housing Ombudsman Service identified maladministration in our response to a resident’s report of damp, mould, and associated repairs, as well as in our complaint handling. We take these findings very seriously.
“While repairs were undertaken, they were not completed within a reasonable timescale.
"We offered apologies and compensation, but the Ombudsman determined a higher compensation amount was appropriate.
"We remain dedicated to providing high-quality housing and a positive living environment and sincerely apologise to the tenant involved in this case for the distress and inconvenience they experienced.”
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