London Borough of Camden Council (202324675)

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.

The complaint procedure

What we found and why

The circumstances of this complaint are well known by the parties involved, so it is not necessary to detail everything that’s happened or comment on all the information we’ve reviewed. We’ve only included the key information that forms the basis of our decision of whether the landlord is responsible for maladministration.

What we have not investigated

11. The resident raised concerns with us about the landlord’s handling of some repair service charges and matters such as damages to belonging which were not part of the original complaint in August 2023. We understand the resident has other complaints addressing these issues. A key part of our role is to assess the landlord’s response to a complaint and therefore it is important that the landlord has had an opportunity to consider all the information we investigate as part of its complaint response. It is fair and reasonable we only investigate matters the resident raised in her complaint dated 23 August 2023 up to the date of the final response of 18 December 2023 and to also avoid duplicates.
12. The resident has informed us that she tripped as a result of the broken tiles on several occasions, became injured and lost consciousness. It would be fairer, more reasonable, and more effective for the resident to make a personal injury claim for any injury caused. The courts are best placed to deal with this type of dispute as they will have the benefit of independent medical advice to decide on the cause of any injury and how long it will last. We’ve not investigated this further. We can decide if a landlord should pay compensation for the distress and inconveniences.

What we investigated

13. The landlord is responsible for maintaining the structure of the property, including carrying out planned works where required to maintain. Its Housing Repairs Service Policy says it will agree a timescale for these works.
14. In May 2023, the landlord offered a start date of 12 June 2023 for the HIU installation and said the main works would take 5 to 6 days, followed by 2 to 3 days of follow‑on tasks. It listed the work it would complete, including radiators, making good, boxing‑in pipework and external work.
15. The landlord installed the HIU between 12 and 16 June 2023, which matched the start window. However, the follow‑on and remedial work continued into September 2023, far beyond the 2 to 3 days it originally expected.
16. From July 2023 the resident reported missed appointments, delays and unclear arrangements that stopped painting from starting. The records do not show the landlord checked the contractor’s version of events or resolved the conflicting reports between the resident and its contractor. Its approach looked reactive. The landlord knew about the resident’s disability, and clearer updates or reminders would have reduced stress.
17. In August and September 2023, the landlord moved work forward. It visited on 25 August 2023, confirmed the core installation was complete and identified what remained. This included, reducing WC boxing, refitting the shower kit, replacing tiles, repairing the wardrobe, cleaning rugs and fitting shelves.
18. On 4 September 2023, the landlord set out the equipment it needed for the next visit and booked 7 September 2023 to complete and sign off the work. This showed more structured planning.
19. Later that month, the landlord said an independent consultant had checked the heating and hot water and found both working.
20. The stage 1 response of 20 October 2023 apologised and confirmed the HIU worked. It did not, however, audit missed appointments or set a single dated plan for remaining works. In light of the resident’s disability, clearer adjustments to communication would have helped.
21. The stage 2 response of 18 December 2023 restated the position and of the stage 1 response. It did not fully reflect the cumulative disruption or the need for stronger proactive oversight. While we understand planned works can take longer than expected, especially with multiple trades, this underlines the need for better planning, checks, contingencies, and accessible updates for a disabled resident.
22. Overall, the landlord installed the HIU within its stated window from 12 to16 June 2023 and generally replied to the resident in time. The follow‑on and reactive works needed stronger advance planning, clearer verification of contractor attendance, contingency for slippage, and communication adjusted for the resident’s disability. It is positive that a project manager engaged directly with the resident, that the landlord offered reimbursement, and that it made goodwill gestures (for example, tile replacement and other making‑good works).
23. The complaint was an opportunity for the landlord to put things right. Under our Dispute Resolution Principles, landlords should offer redress and show learning from complaints. Here, the landlord did neither. It missed the chance to recognise the distress and inconvenience the resident experienced and to demonstrate any learning.
24. We have ordered the landlord to pay compensation to the resident for distress and inconveniences caused in its handling of the heating works. This is in line with our remedies guidance for cases where there has been failure by the landlord which adversely affected the resident and it failed to address the detriment caused.

25. The resident said the landlord had sent 2 domestic workers to her home on 16 August 2023 to carry out a deep clean. The resident said they took photos inside her home without her agreement. She said this made her feel unsafe and, in her view, breached her privacy.
26. It was reasonable for the landlord to take photos before and after the cleaning to record the condition of the home. But it would have been good practice for the landlord to tell the resident in advance and explain why the photos were needed.
27. In its stage 1 response, the landlord apologised that the resident felt unsettled. It explained that contractors often take photos when they complete work. It was reasonable for the landlord to give this explanation at this stage.
28. The evidence shows the resident asked for the cleaning before the work took place. But it is unclear whether the landlord confirmed the date with her or explained what the visit would involve.
29. We are satisfied that the purpose of the photographs was to record the condition of the home before and after the clean, and the landlord explained this in its stage 1 response. Although it would have been better practice for the landlord to tell her in advance and explain what the visit involved, this shortfall was minor.
30. If the resident still has concerns, she can ask the landlord for copies of any photos it holds about her. She can also ask the landlord to delete her personal data, in line with her rights under UK data protection law and the landlord’s retention rules.

31. The Housing Ombudsman’s Complaint Handling Code (the Code) sets out when and how a landlord should respond to complaints. The relevant code in this case was the 2022 edition. At the time of the resident’s complaint the landlord had a published complaints policy that was not compliant with the Code.
32. In line with the Code, for stage 1, the landlord must acknowledge a complaint within 5 working days and issue its stage 1 response within a further 10 working days (15 working days in total).
33. The landlord operates a 2 stage complaints process. It states it will acknowledge both stages within 2 working days. It will respond to stage 1 complaints within 10 working days and stage 2 within 25 working days.
34. On 23 August 2023, the resident contacted the landlord to raise a complaint and the landlord acknowledged this the next working day, in line with its policy and the Code.
35. The landlord issued its stage 1 response on 20 October 2023, 41 working days after the acknowledgement.
36. The resident contacted the landlord on 19 November 2023 to escalate the complaint and the landlord acknowledged this on 29 November 2023, 7 working days later.
37. The landlord issued its stage 2 response 18 December 2023, 13 working days from the acknowledgement.
38. Although the acknowledgement was late, the landlord’s stage 2 response was issued 20 working days from receiving the escalation. This was in line with its policy and the Code.
39. The landlord’s stage 1 response was late, taking 41 working days after the acknowledgment. However, the landlord acknowledged this delay, apologised and offered £100 compensation for the inconvenience caused.
40. The amount offered is appropriate and in line with our remedies guidance where there has been a failure which has adversely affected the resident.

Learning

41. The landlord contacted the resident by email even though she had asked it not to, due to her visual impairment. The landlord should review its processes to ensure it records and follows reasonable adjustments properly.

Knowledge information management (record keeping)

42. In this case, the landlord kept a point of contact that the resident could reach, and staff responded when she needed help. To strengthen this, the landlord needs to keep fuller and clearer records. It should check and record contractor updates, missed appointments, inspections and agreed actions in one place. Stronger information management would help landlord give consistent messages, avoid confusion, and support better planning.

Communication

43. The stage 1 response was issued on 20 October 2023, but the stage 2 response referred to a response dated 8 October 2023. This type of error might have confused the resident. The landlord should check that all dates and details are accurate so the information it provides is clear and dependable.