Editor's note: This brief was summarised by The Property AI Newsroom from a report by The Negotiator. Read the original article for full details.
Leaseholder Awarded £500 After Property Repair Turns Into Grievance
A Property Ombudsman case has ended with a leaseholder awarded compensation after a prolonged dispute about a property repair. The complaint, brought by a leaseholder named Sally against property management company QWZ, concerned replacement flooring installed by a contractor appointed by QWZ after a leak damaged her apartment.
The Complaint
According to the complaint, the replacement flooring was defective, poorly finished and mismatched in colour. Sally also reported concerns about exposed nails, uneven surfaces and hazardous materials left in the property, creating safety risks within her home. She repeatedly contacted QWZ to have the issues resolved. Frustrated by the lack of progress, she eventually arranged and paid for remedial works herself, seeking reimbursement and compensation for the distress, inconvenience and time spent pursuing the matter.
The Investigation
QWZ explained that the original damage resulted from a leak between flats, and that the replacement flooring had been arranged and funded through the service charge account. The company maintained the flooring was not defective and argued the issue related only to a mismatch in appearance rather than any need for replacement.
The Property Ombudsman considered whether QWZ had acted reasonably in overseeing the works and in communicating with Sally, concluding that once the company chose to manage the flooring replacement, it was required to exercise reasonable care. Due to a lack of records, the Ombudsman was not satisfied that QWZ had properly monitored the contractor's work, maintained repair records or taken appropriate steps to investigate and respond to the leaseholder's concerns.
Complaint handling also came under scrutiny. Sally submitted a formal complaint in July 2025 and later escalated it through QWZ's internal procedure. Although an initial response was issued, the Ombudsman found no evidence that the complaint progressed through the required stages or that a final viewpoint letter was ever provided.
In assessing the impact, the Ombudsman gave particular weight to the fact the issues affected a family home with two young children and remained unresolved for an extended period. Sally's genuine health and safety concerns were not given serious consideration, nor were steps taken to reassure her about the safety of the flooring.
The Outcome
The Ombudsman did not award the cost of the flooring Sally paid for, as repair liability between Sally and her landlord was outside the scope of the review. The complaint was upheld in part regarding communications and handling of the repair, and fully upheld on issues regarding complaint handling. QWZ was ordered to pay £500 compensation for the avoidable aggravation, distress and inconvenience caused by service failings over a prolonged period.
For letting agents and property managers, an agent may comply with their obligations but still fall short on customer service. Poor communication, inadequate follow-through and ineffective complaint handling can turn a routine repair into a serious dispute.
All names have been changed to maintain anonymity.
Source: The Negotiator