London Borough of Hammersmith and Fulham · Case 202340410 · 15 December 2025
London Borough of Hammersmith and Fulham — case 202340410
The complaint concerned the landlord's response to a request to uncap the gas supply at the property (leaving the resident without heating and hot water for five days) and to outstanding shower repairs. The complaint was resolved with intervention: following the Ombudsman's involvement the landlord agreed to pay £250 compensation, and the Ombudsman was satisfied this would remedy the matters.
Orders and recommendations
- CompensationWithin 4 weeks
Pay the resident £250 compensation (may deduct the £150 offered during its complaint process if it can evidence this has already been paid).
- Take specific action
Provide documentary evidence that it has paid the compensation to the resident.
Findings by complaint head
Summarised automatically from the decision below. The Ombudsman's decision text is the authoritative record.
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Request to uncap the gas supply (heating and hot water)
Mediation / settlementThe resident was without heating and hot water for 5 days until the landlord attended. The complaint was resolved with intervention; the landlord agreed to pay compensation.
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Shower repairs
Mediation / settlementThe resident reported shower problems and the repairs were outstanding at the time of complaint. The complaint was resolved with intervention; the landlord agreed to pay compensation.
The full determination
Decision Case ID 202340410 Decision type Investigation Landlord London Borough of Hammersmith and Fulham Landlord type Local Authority / ALMO or TMO Occupancy Introductory Tenancy Date 15 December 2025 Background The resident’s tenancy started on 25 December 2023. He contacted the landlord 2 days later to request the gas at the property was uncapped. The resident was without heating and hot water for 5 days until the landlord attended. On 6 January 2024 he reported problems with his shower.
At the time of making his complaint, the repairs to the shower were outstanding. What the complaint is about The complaint is about the landlord’s response to: A request to uncap the gas supply at the property. Shower repairs. Our decision (determination) The complaint was resolved with intervention. We have made recommendations for the landlord to put things right. Summary of reasons At the end of the complaints process, the landlord offered the resident £150 compensation. We contacted the landlord and provided it with a summary of our understanding of events.
This included some comments on areas that could have been handled better and what the landlord could do to resolve the resident’s complaint. Following our intervention, the landlord offered to pay the resident a further £100 compensation. Both parties agreed to this as a resolution to the complaint. We are therefore satisfied that, following intervention, the landlord has agreed to take actions to remedy the matters. Subject to the landlord paying the compensation, we are satisfied the complaint will be resolved 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 now pay the resident £250 compensation within 4 weeks. It is free to deduct the £150 offered during its complaint process if it can evidence this has already been paid. The landlord should provide documentary evidence that it has paid the compensation to the resident.
This is a structured summary of a published determination. The official decision is the authoritative record. Contains public sector information licensed under the Open Government Licence v3.0.