Amplius Living (202433842)

Background

1. In July 2024 the resident queried why her windows had not been cleaned despite paying a service charge. In August 2024 she complained after the landlord said the charge covered communal windows only. The resident referred the matter to us as she disagreed with the landlord’s explanation. She was seeking a refund and a review of the charge.

What the complaint is about

2. The complaint is about the landlord’s response to reports window cleaning services for the resident’s property were not provided.

Our decision (determination)

3. We have found there was no maladministration in the landlord’s response to reports window cleaning services for the resident’s property were not provided.

We have not made orders for the landlord to put things right.

Reasons

4. On 16 July 2024 the resident told the landlord that, apart from 2 communal windows in her block, no other windows had been cleaned. She said she believed the service charge should cover all windows, including those in her home. On 1 August 2024 the landlord responded and explained that the service charge was for communal window cleaning only.
5. The landlord’s response was reasonable because it reflected the tenancy agreement. Clause 1.4 of the lease confirms that service charges were collected for specific services listed in an attachment. The attachment, a service charge budget for 2015/16, showed this included “communal window cleaning” only.
6. The resident complained on 5 August 2024. The landlord responded at stage 1 on 21 August 2024 and at stage 2 on 11 September 2024. In both responses it repeated that the service charge covered communal windows only and provided accurate information about how the service was delivered.
7. In its stage 2 response the landlord also accepted that its contractor had not cleaned the communal windows between April and September 2024. It said the service would restart in September 2024 on a quarterly basis and that the service charge would be reviewed. It said it would apply any adjustment to future charges. This was in line with its service charge policy which says that any credits due can be carried forward to reduce the charge for the following year.
8. As part of its evidence submission to us, the landlord said it was in the process of reviewing the resident’s account and identified a credit of £114.53 due to missed or unproven visits in 2024/25 and one missed visit in 2025/26. We have recommended that the landlord explain this calculation to the resident and clarify any impact on her service charge.

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. 

Recommendations

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