Ombudsman Response Pack
CMP-2841 · 12 Larkspur Road, Flat 4B · Awaab Cat 1 · prepared for Housing Ombudsman submission
Case CMP-2841 — Damp & Mould, Larkspur Road
Prepared by South East Homes Group · Compliance & Building Safety Directorate. This response pack contains the complete audit trail, investigation evidence, contractor activity, resident communications and outcome record for the above complaint, in accordance with the Housing Ombudsman Complaint Handling Code.
01 · Executive Summary
On 28 May 2026 a complaint was received from the resident of 12 Larkspur Road, Flat 4B regarding persistent damp and mould affecting the kitchen ceiling, bathroom and bedroom. The household includes a child aged 7 with diagnosed asthma — triggering an Awaab Category 1 fast-track response.
A specialist investigation was instructed via DampSurvey-Pro, confirming combined moisture sources. Remedial works were completed within statutory windows by framework contractor Halton Property Services. The case was closed on 14 June 2026 with the resident expressing satisfaction with the outcome.
Determination: Complaint upheld and fully resolved within the statutory Awaab Cat 1 window. No service failure identified beyond the original repair response time.
02 · Complaint Timeline
Immutable audit trail
- Complaint received via telephone28 May 2026 · 09:14Contact Centre
- Case triaged — Awaab Category 1 confirmed28 May 2026 · 09:42S. Whitmore, Director of Compliance
- Resident acknowledgement issued28 May 2026 · 10:02Auto · Hub Comms
- Site inspection booked with J. Patel29 May 2026 · 14:00Compliance Operations
- On-site specialist inspection completed01 Jun 2026 · 11:20J. Patel, MCIOB
- DampSurvey-Pro report DSP-INV-48211 returned02 Jun 2026 · 14:32Sentinel Damp Specialists
- Halton Property Services instructed — remedial works02 Jun 2026 · 16:11Compliance Operations
- Remedial works commenced08 Jun 2026 · 09:00Halton Property Services
- Post-works inspection — works compliant12 Jun 2026 · 16:45S. Whitmore
- Resident satisfaction call · case closed14 Jun 2026 · 10:00Resident Services
03 · Investigation Records
- Inspection by J. Patel MCIOB01 Jun 2026 · 90 min on-site
- Property condition assessedHHSRS Cat 1 confirmed
- Moisture readings logged6 zones · protimeter + hygrometer
- 42 photographs capturedIndexed & timestamped
04 · Specialist Reports
- DampSurvey-Pro DSP-INV-48211Risk: High · 02 Jun 2026
- HHSRS scoring sheetCategory 1 — Damp & Mould
- Asbestos R&D survey 2022No change · reviewed
- EICR 2024Valid · no remedials
05 · Photographic Evidence
42 images · indexed, timestamped, hash-stamped
06 · Contractor Updates
- Halton instructed02 Jun 2026 — works package issued
- Works commenced08 Jun 2026 — within SLA
- Daily site reports filed5 reports · all photo-evidenced
- Works completed11 Jun 2026 — signed-off on site
07 · Resident Communications
- Initial complaint logged28 May · 09:14Phone · Resident → Contact Centre
- Acknowledgement + reference number28 May · 10:02Email · Hub → Resident
- Inspection confirmation29 May · 16:00SMS · Hub → Resident
- Verbal findings provided01 Jun · 11:20Visit · Surveyor on-site
- Findings + action plan02 Jun · 09:15Email · Hub → Resident
- Satisfaction call · case closed14 Jun · 10:00Phone · Hub → Resident
08 · Actions Completed
| Action | Owner | Completed | Evidence |
|---|---|---|---|
| Replace defective extractor fan | Halton Property Services | 10 Jun | Linked |
| Investigate external rainwater goods | Halton Property Services | 11 Jun | Linked |
| Mould remediation — kitchen & bathroom | Halton Property Services | 11 Jun | Linked |
| Improve trickle ventilation provision | Halton Property Services | 12 Jun | Linked |
| Resident welfare check | Resident Services | 13 Jun | Linked |
| Post-works compliance inspection | S. Whitmore (internal) | 12 Jun | Linked |
09 · Case Outcome
Awaab Cat 1 window: met · 14 working days end-to-end.
Resident satisfaction: Satisfied (post-works call).
Recurrence risk monitoring: 6-week and 6-month follow-up scheduled.
10 · Closure Evidence
- Post-works inspection reportS. Whitmore · 12 Jun 2026
- Pre/post photographic comparison22 images linked
- Resident satisfaction call recording14 Jun 2026 · 7 mins
- Director sign-offS. Whitmore · stamped 14 Jun