London Borough of Hammersmith and Fulham (202340410)

Background

1. The resident’s tenancy started on 25 December 2023. He contacted the landlord 2 days later to request the gas at the property was uncapped. The resident was without heating and hot water for 5 days until the landlord attended. On 6 January 2024 he reported problems with his shower. At the time of making his complaint, the repairs to the shower were outstanding.

What the complaint is about

2. The complaint is about the landlord’s response to:
   1. A request to uncap the gas supply at the property.
   2. Shower repairs.

Our decision (determination)

3. The complaint was resolved with intervention.

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

Summary of reasons

4. At the end of the complaints process, the landlord offered the resident £150 compensation.
5. We contacted the landlord and provided it with a summary of our understanding of events. This included some comments on areas that could have been handled better and what the landlord could do to resolve the resident’s complaint.
6. Following our intervention, the landlord offered to pay the resident a further £100 compensation. Both parties agreed to this as a resolution to the complaint.
7. We are therefore satisfied that, following intervention, the landlord has agreed to take actions to remedy the matters.
8. Subject to the landlord paying the compensation, we are satisfied the complaint will be resolved satisfactorily.

Putting things right

Recommendations

The complaint has been resolved with intervention on the basis the landlord follows our recommendations.