Our decisions are published as part of our commitment to being open and transparent. The decisions are anonymised so residents’ names are not used, but landlords are named. The decisions date from December 2020, and are published 3 months after the final decision date. In some cases, we may decide not to publish a decision if it is not in the resident’s or landlord’s interest or the resident’s anonymity may be compromised. You can read more in our guidance on decisions.
REPORT COMPLAINT 202342331 Royal Borough of Kensington and Chelsea 22 August 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint is about the landlord’s handling of: The resident’s request for compensation. The resident’s request to move.
The complaint is about the landlord’s handling of: The resident’s reports of leaks and associated damp and mould affecting her property. The resident’s reports of an inefficient heating system. The Ombudsman has decided to consider the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the living room door frame. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about: The level of the service charge and the quality of the communal services paid for through the service charge. The landlord’s handling of reports of leaks causing a lack of heating and hot water and the associated repairs. The landlord’s handling of the related complaint.
The complaint is about the landlord’s handling of the resident’s query about when her windows would be replaced. This Service will also investigate the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of garden fence repairs; reports of kitchen floor repairs; asbestos concerns; staff conduct concerns; associated complaint.
The complaint is about the landlord’s: Handling of window defects. Response to the resident’s reports of noise from building works. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of excess cold, poor insulation, draughty windows and doors, and its communication and complaint handling.
The complaint is about the landlord’s handling of: The payment of compensation for delayed shower repairs. The resident’s formal complaint.