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 202224181 Royal Borough of Kensington and Chelsea 5 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
This complaint is about the landlord’s: Handling of major adaptations to the property; Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould issues around the bedroom windows and associated damage to the wall and windowsill. Reports concerning the communal areas including the solar panels being defective and not good value for money, and concerns about the lifespan of the water tanks and expansion vessels being charged for through service charges. Request to install a gate to the front of the property. Request for a detailed breakdown of service charges over the last 5 years due to the fluctuating level of the charges. Query regarding the level of the service charge in 2020 which was higher than the estimated charges. Request to set up a residents’ committee. The associated complaint and the resident’s request for compensation.
The complaint is about the landlord’s handling of the resident’s reports of: Neighbours littering. A fence needing repair. Issues with her rent account. A noise nuisance.
The complaint is about the landlord’s handling of the resident’s: Reports of smells from the bin store located beneath her flat. Request to be moved. Request for a rent reduction.
The complaint is about the landlord’s: Handling of antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of a leak and subsequent handling of repairs to the ceiling. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports about the condition of the property at the start of his tenancy. The resident’s reports of repairs required to: The boiler – heating and hot water. The kitchen flooring. The windows. The kitchen units. The resident’s reports of a leak in the property. The resident’s complaint.
This complaint is about the landlord’s handling of reports of anti-social behaviour.
The complaint is about the landlord’s response to the resident’s request to install a solid fuel heating system and a pizza oven with associated covering structure.