London Borough of Hammersmith and Fulham (202527848)

Background

1. The landlord repaired the leaking downpipe on the resident’s home on 11 September 2025. The resident explained to the landlord that the contractor that had repaired it, told her that it had leaked because it had been incorrectly installed. In response, the landlord said that the issue was caused by the pipe becoming detached from the wall as outlined in the contractor’s report. The resident then provided video evidence that demonstrated that the contractor had said that the issue was that the pipe was incorrectly installed. The resident was concerned because she considered that the landlord had called her a “liar”.

What the complaint is about

2. The complaint is about the landlord’s response to the resident’s concerns regarding the cause of the downpipe repair.

Our decision (determination)

3. There was reasonable redress which satisfactorily resolved the landlord’s response to the resident’s concerns regarding the cause of the downpipe repair.

Reasons

4. We expect landlords to consider all relevant information when dealing with a resident’s complaint. Such effective complaint handling enables residents to be heard and understood.
5. The landlord explained in its stage 1 response that its contractor’s report noted that the cause of the leak was due to the pipe becoming detached from the wall. It is acknowledged that this corroborates with the evidence provided. However, the landlord failed to consider and address that the resident was told differently at the time of the repair.
6. In its stage 2 response, the landlord acknowledged this failing. It reviewed the video evidence and acknowledged that what was said to the resident at the time of the repair was not reflected in the contractor’s report. It apologised for the frustration caused.
7. The landlord also explained that it would remind its contractor that all relevant information provided to residents during a repair visit should be included accurately in its reports. It is also acknowledged that irrespective of the cause of the leaky pipe, the landlord resolved the issue.
8. Given the level of failing, the landlord’s acknowledgement of it, its apology and  commitment to remind staff about the importance of good recording keeping was reasonable redress in the circumstances and was in line with our compensation guidance.
9. We have not investigated matters that have not completed the landlord’s complaints process, such as the resident’s concerns about the level of compensation offered in relation to the landlord’s missed appointments.