Peabody Trust (202311315)

Background

1. The resident had worked with the landlord to correct errors in her actual service charge statements for the financial year ending March 2020 to March 2022. She said she was satisfied the accounts were now accurate. She requested the landlord to send revised end-of-year statements to all residents in her block, members of the resident association she chairs.

What the complaint is about

2. The complaint is about the delay in providing the resident with revised statements of end-of-year service charges.

Our decision (determination)

3. The complaint was resolved with our intervention.

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

Summary of reasons

4. Through its complaint process, the landlord provided the resident with a breakdown of the items incorrectly charged, which were refunded. It reaffirmed its commitment to print the corrected statements. It apologised for the delay and offered the resident £175 in compensation.
5. We proposed that the landlord resolve the complaint by providing all residents with the corrected statements for the following financial years:
   1. April 2019-March 2020
   2. April 2020-March 2021
   3. April 2021-March 2022
   4. April 2022-March 2023
   5. April 2023-March 2024.

6. Together with the accounts, the landlord will also send residents its apology letter for the delay. The landlord agreed to do this by 6 January 2026.
7. We are therefore satisfied that through this agreement, the dispute will be resolved. Subject to the landlord taking these actions forward, this case will be closed.

Putting things right

Recommendations

Our recommendations are not binding, and a landlord may decide not to follow them.