Ark Housing Association Ltd

Overview

The complainants (Mr and Mrs C) were tenants of Ark Housing Association (the Association). They complained that their property sustained damage and that the surrounding area was excessively disrupted by renovation work being carried out, by the Association, on the neighbouring apartments. Whilst the Association took action to repair the damage caused by the works, Mr and Mrs C complained that the repairs were not completed in good time and that they were required to remain in a property that was unsuitable for their habitation.

Specific complaints and conclusions

The complaints which have been investigated are that:

• (a) the Association failed to carry out remedial work to Mr and Mrs C's property in good time following damage caused by their contractors (upheld); and
• (b) the Association's communication was poor (not upheld).

Redress and recommendations

The Ombudsman recommends that the Association:

• (i) refund 10% of Mr and Mrs C's rent payments over the 14 month period, where external remedial works remained outstanding, between March 2007 and May 2008;
• (ii) apologise to Mr and Mrs C for the disruption and inconvenience caused by the reconfiguration works neighbouring their home; and
• (iii) review Mr and Mrs C’s case with a view to identifying any procedures that could be improved to avoid similar problems for other tenants in the future.

The Association have accepted the recommendations and will act on them accordingly.