Thank you for your continued patience while we investigate the third-party IT security incident that has impacted our case management system.

As we set out in earlier communications, the incident has been contained, and we are working with the external supplier of our case management system to investigate.

If you need to raise a new complaint about your landlord with us in the meantime, please email us at info@housing-ombudsman.org.uk  or call us on 0300 111 3000. We’re working to handle enquiries and cases where this is possible, notifying any customers and landlords where this is not possible

We’re working to restore our services as quickly as possible and will share updates when we can.

London Borough of Hammersmith and Fulham (202340410)

Back to Top

Decision

Case ID

202340410

Decision type

Investigation

Landlord

London Borough of Hammersmith and Fulham

Landlord type

Local Authority / ALMO or TMO

Occupancy

Introductory Tenancy

Date

15 December 2025

Background

  1. The resident’s tenancy started on 25 December 2023. He contacted the landlord 2 days later to request the gas at the property was uncapped. The resident was without heating and hot water for 5 days until the landlord attended. On 6 January 2024 he reported problems with his shower. At the time of making his complaint, the repairs to the shower were outstanding.

What the complaint is about

  1. The complaint is about the landlord’s response to:
    1. A request to uncap the gas supply at the property.
    2. Shower repairs.

Our decision (determination)

  1. The complaint was resolved with intervention.

We have made recommendations for the landlord to put things right.

Summary of reasons

  1. At the end of the complaints process, the landlord offered the resident £150 compensation.
  2. 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.
  3. Following our intervention, the landlord offered to pay the resident a further £100 compensation. Both parties agreed to this as a resolution to the complaint.
  4. We are therefore satisfied that, following intervention, the landlord has agreed to take actions to remedy the matters.
  5. 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 £250 compensation within 4 weeks. 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.