A property management company has been ordered to pay £500 in compensation to a leaseholder after failing in contractor oversight and complaint handling during a flooring repair dispute. The ruling was made by The Property Ombudsman.
The case involved a leaseholder, identified as Sally, who raised concerns about defective and poorly finished replacement flooring installed by a contractor appointed by property management firm QWZ. The flooring was installed after a leak damaged her apartment.
The Property Ombudsman found that QWZ did not properly monitor the contractor’s work, maintain repair records, or investigate Sally's concerns. The complaint handling process also came under scrutiny, with no evidence that the complaint progressed through required stages or that a final viewpoint letter was provided.
The Ombudsman awarded £500 compensation for the aggravation, distress, and inconvenience caused by QWZ’s service failings over a prolonged period. The ruling highlights broader issues within the property management sector, which continues to face scrutiny over standards.