A landlord is hoping for a more effective complaints system after winning a long-running mould and damp battle with Norwich City Council.

Alice Holtom, a legal executive from Norwich, bought a one-bedroom flat in Magdalen Close, off Magdalen Street in 2018.

Norwich Evening News: Alice Holtom, who went to the Housing Ombudsman in 2021 after complaints to Norwich City Council over damp in her flat, which she leases outAlice Holtom, who went to the Housing Ombudsman in 2021 after complaints to Norwich City Council over damp in her flat, which she leases out (Image: Alice Holtom)

Despite owning and leasing out the ground-floor flat, which is in a block of six, the council owns the fabric of the building and in April 2019 she raised the issue of "serious damp" in the bathroom and hallway.

Miss Holtom raised two formal complaints to the city council in October 2020 and early 2021 but eventually took it to the Housing Ombudsman in late 2021.

Norwich Evening News: The mould and damp in Alice Holtom's Norwich flat which she leases out. The fabric of the building is owned by Norwich City Council and has been ordered to pay her £800 in compensation by the Housing OmbudsmanThe mould and damp in Alice Holtom's Norwich flat which she leases out. The fabric of the building is owned by Norwich City Council and has been ordered to pay her £800 in compensation by the Housing Ombudsman (Image: Alice Holtom)

Investigations found the problem stemmed from internal plumbing.

The ombudsman ordered the council to pay compensation of £800 to Miss Holtom, made up of £600 for delays and poor communication and £200 for its complaints handling.

Norwich Evening News: The damp area on the external wall of Alice Holtom's Norwich flat which she leases outThe damp area on the external wall of Alice Holtom's Norwich flat which she leases out (Image: Alice Holtom)

READ MORE: Norwich City Council ordered to pay compensation over mould

It said: "The leaseholder complained about the way the landlord [the city council] handled investigations. She raised issues around poor communication, delays and a failure on the landlord’s part to identify and repair the cause of the dampness.

"It took the landlord from April 2019 until September 2021 to diagnose the cause of the dampness. This represented a significant delay even allowing for any problems in contacting tenants in the building, or because of a pandemic."

Norwich Evening News: Internal damage from damp in the Norwich flat owned by Alice Holtom. Norwich City Council owns the fabric of the building and has been ordered to pay £800 to Miss Holtom by the Housing OmbudsmanInternal damage from damp in the Norwich flat owned by Alice Holtom. Norwich City Council owns the fabric of the building and has been ordered to pay £800 to Miss Holtom by the Housing Ombudsman (Image: Alice Holtom)

Miss Holtom said: "The report findings were reasonable and found an utter failing of the council in communicating.

"The complaints process is important for people in council properties. There have been changes.

"The basis for good quality health and wellbeing is to have a secure home. The council has a duty of providing quality and safe accommodation, particularly to vulnerable people. The complaints system should work."

She added she will have to replaster and redecorate the bathroom, has put in a vent and the tenants clean the area. 

Alex Catt, Green Party city councillor for Sewell ward, said: "The complaints system should be more robust."

A council spokeswoman said: "This case has highlighted ways we can improve our procedures. 

“Over the last year, we have been reviewing our approach to damp and mould and are  making a number of significant improvements.”