London Borough of Hammersmith and Fulham — case 202339384

Decision Case ID 202339384 Decision type Investigation Landlord London Borough of Hammersmith and Fulham Landlord type Local Authority Occupancy Secure Tenancy Date 10 November 2025 Background The resident reported issues with her windows to the landlord between 2021 and 2023, and it said they would be replaced. The resident complained to the landlord on 19 September 2023 as the landlord had taken no action to replace the windows. What the complaint is about The landlord’s handling of window repairs.

Our decision (determination) The complaint has been resolved with our intervention. We have made recommendations for the landlord to put things right. Summary of reasons The landlord’s records show it took no action to replace the windows between 2021 and 2023, despite agreeing it needed to do so. The landlord apologised to the resident for its lack of action in its response to her complaint and offered £500 compensation for the delays. The landlord inspected the windows in December 2023 and said it would repair the windows rather than replace them.

The landlord also later offered an additional £150 compensation for incorrect information given in its complaint responses. The resident remained dissatisfied with the landlord’s handling of her complaint as it did not repair the windows until March 2025, and she asked us to investigate the matter. We contacted the landlord on 4 November 2025 and provided it with a summary of our understanding of events. This included some comments on areas that the landlord could have handled better and what it could do to resolve the resident’s complaint.

Following our intervention the landlord agreed to apologise to the resident for the delays in carrying out the repair works and increase the compensation offer to £1,150. Both parties agreed to this as a resolution to the complaint. We are therefore satisfied that following our intervention, the landlord has agreed to take actions to remedy matters which resolve the complaint satisfactorily. Putting things right Recommendations The complaint has been resolved with intervention on the basis the landlord follows our recommendations.

Our recommendations The landlord should apologise and make a £1,150 compensation payment to the resident. It may deduct the compensation payments of £500 and £150 if already paid. The landlord should provide us with documentary evidence that it has sent the apology and paid the compensation to the resident.