We publish decisions as part of our commitment to being open and transparent.
Decision reports do not include residents’ names, but we name landlords. They date from December 2020, and we publish them 3 months after the final decision date.
In some cases, we will not publish a decision if it is not in the resident’s or landlord’s interest. Or if we will compromise the resident’s anonymity. You can read more in our guidance on decisions.
The complaint is about: The landlord’s introduction of a service charge for the maintenance of a fall arrest system on the roof of the resident’s property. The landlord’s handling of maintenance to the ‘living roof’ at the resident’s property. The landlord’s handling of requests for repairs to the ‘living roof’.
The resident’s complaint is about the landlord’s handling of repairs to the bathroom. The Ombudsman has also considered the landlord’s complaint handling in this case.
The landlord’s response to the resident’s: Report of no water supply to his property. Associated complaint.
The complaint is about the landlord’s response to the resident’s: Request for a hardstanding driveway to be installed to her property. Concerns about the installation of the driveway. Associated complaint.
This complaint is about the landlord’s response to concerns about heating in the resident’s home.
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.