Anchor Hanover Group (202503421)

1. In early 2025, the resident raised several concerns to the landlord about the conduct of the window cleaner and its window cleaning service.

What the complaint is about

2. The complaint is about the landlord’s handling of the resident’s concerns about its window cleaning service.

Our decision (determination)

3. There was no maladministration in the landlord’s handling of the resident’s concerns about its window cleaning service.

Reasons

4. Landlords should respond to its residents’ estate management concerns in a timely manner.
5. In response to the resident’s concerns about the window cleaning service, the landlord:
   1. Apologised for the window cleaner closing her window without asking and startling her.
   2. Acknowledged that the resident had concerns about the conduct of the window cleaner in the past. It explained that the resident had previously confirmed that she was happy with the arrangements that solved the issue. It said that if further issues arose that could not be resolved, it would look into using a different contractor.
   3. It was unable to provide a list of future dates for when the windows would be cleaned. It said this was because the dates could change at short notice. It said that it would try to provide as much notice as possible.
   4. Explained that the area outside of the resident’s front windows was communal. It said that the resident had complained that the window cleaner had trampled on her flowers in that area. It confirmed that residents should not be planting their own plants there and using plant pots only.
   5. Confirmed that it would temporarily stop cleaning her front windows as she requested. It told her to let it know when she would like the service to resume.
6. The landlord appropriately acknowledged and answered the resident’s concerns. It demonstrated that it had listened to her requests and provided reasonable responses to them.
7. It is noted that in June 2025, the resident removed her plants and placed stepping stones in the communal area outside of her window. She asked the landlord to resume cleaning her front windows. The landlord asked the resident to remove the stones, before it could resume cleaning the windows, stating that they were a trip hazard.
8. It is unclear what transpired after this. However, the resident has told us that the stones remain and the window cleaning has not resumed. Therefore we have made a recommendation to the landlord in relation to this matter.

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.

Recommendations

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