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GreenSquareAccord Limited (202423276)

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REPORT

COMPLAINT 202423276

GreenSquareAccord Limited

26 August 2025

 

Our approach

As part of our process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding and assist in reaching an agreed settlement.

The complaint

  1. The complaint is about the landlord’s handling of the resident’s concerns about the contractor chimney sweep services.

Background

  1. On 26 February 2024 the landlord arranged for its contractor to complete the annual chimney sweep at the resident’s property. During the sweep parts of the chimney liner came away which meant the resident could not use her solid fuel stove until the liner was replaced.
  2. On 3 March 2024 the resident complained to the landlord that the contractor had damaged the chimney liner by using the wrong brushes during the sweep. She said it would cost her £1,380 to replace the liner.
  3. In its final response the landlord said:
    1. The contractor had confirmed it had used a 5-inch brush for the sweep, which it completed with rods and brushes. The contractor stated this on the Certificate of Chimney Sweeping provided on the day, which the resident had signed.
    2. The contractor did not believe it had caused the damage. It said the issue was with the liner itself.
    3. The landlord had noted the resident’s comments that the contractor had asked her to lie about the method of cleaning used. However, because the resident had signed the certificate to say the contractor had swept the chimney with brushes and rods, it was unable to take this any further with the contractor.
    4. It could not uphold the resident’s complaint. However, it had asked NCAS (National Association of Chimney Sweeps) to provide an independent opinion on the condition of the liner and whether it was damaged due to the condition, age, or through the sweeping method, from photographs taken at the time. It said it would update the resident when it heard back from NCAS.
  4. On 19 September 2023 the landlord wrote to the resident and informed her the NCAS representative had considered the information and photographs provided and advised the flue liner had deteriorated and perished. Therefore the method of cleaning had not caused the damage to the liner. The landlord confirmed its outcome at stage 2 would remain the same.
  5. The resident remained dissatisfied and asked us to investigate.

How the complaint was resolved

  1. The resident told us the only outstanding issue was the cost of the new liner, which she felt the landlord should contribute towards. She said she would be happy if the landlord would agree to reimburse her 50% of the overall cost, which would be £690 (rounded up to £700). We asked the landlord, and it agreed. It provided evidence to show it agreed to make the payment of £700 to the resident.
  2. Paragraph 53.c. of the Housing Ombudsman Scheme says:

“The Ombudsman may determine the investigation of a complaint immediately if satisfied that the member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily”.

  1. We are satisfied following our intervention the landlord has taken action to resolve the complaint satisfactorily.

Determination

  1. In accordance with paragraph 53.c. of the Housing Ombudsman Scheme, the complaint was resolved with intervention.

Recommendations

  1. The landlord should pay the resident £700 within 4 weeks of the date of this report.
  2. The landlord should write to the resident setting out who is responsible for sweeping the chimney and maintaining the chimney and stove in the future.