London Borough of Wandsworth (202436927)

Decision
Case ID	202436927
Decision type	Investigation
Landlord	London Borough of Wandsworth
Landlord type	Local Authority / ALMO or TMO
Occupancy	Leaseholder
Date	26 February 2026

Background

The resident requested service charge documentation on 3 October 2023. She then raised a complaint due to delays in the landlord providing the information. While the landlord considered her concerns through the complaint procedure, she remains unhappy with its response.

What the complaint is about

The complaint is about the landlord’s handling of the resident’s request for service charge information.
The landlord’s complaint handling has also been considered.

Our decision (determination)

There was service failure in the landlord’s handling of the resident’s request for service charge information.
There was service failure in the landlord’s complaint handling.

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

Reasons

The landlord’s handling of the resident’s request for service charge information

What we have not considered

To resolve the complaint, the resident requested an explanation for the increase in insurance costs, and a refund for bin collection charges. These issues were not raised as part of this complaint and will be assessed separately under complaint reference 202519764.
She also requested a refund for lift maintenance major works and the final accounts for the lift refurbishment major works. These issues were raised in a new complaint on 10 August 2025. The issue must complete the landlord’s complaint process, and the resident should refer the matter to the Service if she remains dissatisfied following the landlord’s final response.
The resident requested a refund for cleaning charge errors. We cannot see that this was raised as a complaint. The landlord must have the opportunity to respond to complaint issues, before investigation by the Service.

What we have considered

The landlord sent a summary of costs for 2022/23 service charges to the resident on 1 October 2023. The resident then requested the 2022/2023 service charge documentation on 3 October 2023. Under section 22 of the Landlord and Tenant Act 1985, the resident can request the facilities for the inspection of the accounts, invoices, records, and any other documents supporting that summary. The landlord must provide the facilities within 1 month of the request.
The landlord provided the requested service charge documentation on 22 November 2024. This significantly exceeded the 1-month timeframe. This was a failing. The resident incurred significant time and trouble chasing the requested information. It was appropriate that the landlord recognised the delays, explained the reasons for the failing, and outlined steps it had taken to prevent a recurrence of the issues.
The resident advised she has not yet received invoices and receipts for the major works to the replacement of water tanks, as requested. The landlord should provide the requested information, as required by section 22.
The landlord apologised and offered £100 compensation for the delays and complaint‑handling failures but did not specify how this amount was apportioned. We have acted on the assumption that £50 was awarded for each issue. This was not proportionate to the delays, the inconvenience caused, or the time and effort incurred by the resident pursuing the matter. The landlord should therefore pay an additional £100 compensation.

The complaint handling

The resident requested to raise a complaint on 16 November 2023, 17 September 2024, and 22 September 2024. The landlord sent its stage 1 response on 11 October 2024. There was a significant delay as the landlord failed to recognise the resident’s initial complaint. It responded at stage 2 in line with the 20-working day response timeframe.
The £50 compensation offered was not proportionate to the length of the delay. The landlord must pay an additional £100 compensation.

Putting things right

Where we find service failure, maladministration or severe maladministration we can make orders for the landlord to put things right. We have the discretion to make recommendations in all other cases within our jurisdiction.

Orders

Landlords must comply with our orders in the manner and timescales we specify. The landlord must provide documentary evidence of compliance with our orders by the due date set.

Order	What the landlord must do	Due date
1	Apology order The landlord must apologise in writing to the resident for the failures identified in this report. The landlord must ensure: The apology is specific to the failures identified in this decision, meaningful and empathetic. It has due regard to our apologies guidance.	No later than 26 March 2026
2	Compensation order The landlord must pay the resident £300 made up as follows: £100 as offered in its complaint response. An additional £100 due to the extent of the delays in providing the service charge supporting documentation. £100 for the complaint delays. This must be paid directly to the resident by the due date. The landlord must provide documentary evidence of payment by the due date. The landlord may deduct from the total figure any payments it has already paid.	No later than 26 March 2026
3	Provision of information order The landlord must provide the resident with receipts and invoices for the major works to the replacement of water tanks, by the due date.	No later than 26 March 2026
4	Learning order The landlord should review how it handled the resident’s request for service charge documentation. The landlord is to confirm what the result of its review was, what learning it has taken from this case and what action it intends to take to improve its service and to prevent similar failures going forward. This may include: Consideration of how it can improve its procedures for providing service charge documentation. Review of record keeping practices for service charge documentation. Review of staff training requirements for managing service charge requests. The landlord must provide us with evidence that this has been done by the due date.	No later than 26 March 2026

Recommendations

Our recommendations are not binding, and a landlord may decide not to follow them.

Our recommendations
The landlord should review its complaint handling practices to ensure it correctly recognises complaint requests.