Newlon Housing Trust — case 202339569

Decision Case ID 202339569 Decision type Investigation Landlord Newlon Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 6 February 2026 Background On 22 September 2022 the landlord began a planned kitchen renewal at the resident’s property. During the works, the resident raised concerns about the kitchen design and damage caused to her oven door. This led to the resident making her complaint. The resident told us she was unhappy with the compensation the landlord offered.

What the complaint is about The complaint is about the landlord’s handling of a new kitchen installation. 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 offered the resident £150 compensation and replaced the oven door. 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.

Following our intervention, the landlord offered to pay the resident a further £300 compensation. Both parties agreed to this as a resolution to the complaint. We are therefore satisfied that, following intervention, the landlord has agreed to take actions to remedy the matters. Subject to the landlord 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 now pay the resident £450 compensation within 14 days. It is free to deduct the £150 offered during its complaint process if it can evidence this has already been paid. The landlord should provide documentary evidence that it has paid the compensation to the resident.