Hexagon Housing Association Limited (202407012)

Background

1. The resident complained that the landlord failed to provide service charge breakdowns and respond to his queries about the charges. He felt the landlord had not been transparent and the services had been delivered to a poor standard. As he received limited information from the landlord, he escalated the matter to the Ombudsman.

What the complaint is about

2. The complaint is about how the landlord handled the resident’s queries about his service charge.

Our decision (determination)

3. The complaint was resolved with our intervention.

We have recommended that the landlord honour the intervention agreed to put things right.

Summary of reasons

4. Throughout its complaints process, the landlord recognised that it had not responded to the resident’s original queries. It apologised and offered the resident £50 in compensation. It explained that it was behind in its audits for 2022-2023 but its target was September 2024, and the resident would have a chance to formally query and challenge the service charges. It confirmed that it was aware the quality standards and frequency of services had fallen short and would request that the resident’s neighbourhood officer contacts him to address his queries.
5. Since this response, the landlord has not investigated or responded to the resident’s original queries. This prompted the resident to escalate his complaint to the Ombudsman.
6. We contacted the landlord and provided it with a summary of our understanding of the complaint. Following our intervention, the landlord agreed to apologise to the resident and provide the following information:
   1. The outstanding breakdowns for the resident’s service charges in 2022-2023 and 2023-2024.
   2. Demonstrate that it has improved cleaning standards within the resident’s building, for example, through inspection reports.
   3. An explanation for the landlord’s error that led to it adding £145.17 to the resident’s service charge balance.
   4. An explanation for the grounds maintenance charge, as the resident has said there is no playground or green areas.
   5. Schedule a meeting with the resident and his neighbourhood officer or rent and service charges manager to discuss any outstanding issues.
   6. Increase the total offer of compensation to £380 (including the £50 offered before).
7. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy matters. Subject to the landlord apologising to the resident and carrying out the actions set out above, the complaint will be resolved satisfactorily.

Putting things right

Recommendations

The complaint has been resolved with intervention on the basis that the landlord follows our recommendations within 4 weeks of the date of this decision.