The Riverside Group Limited · Case 202410041 · 24 February 2026
The Riverside Group Limited — case 202410041
The complaint concerned the landlord's handling of a service charge query regarding an additional £96.89 charge for fire safety works. The landlord initially agreed to refund the amount but failed to do so, and later acknowledged no evidence existed that the additional fire safety work was completed. Following the Ombudsman's intervention, the landlord agreed to refund the £96.89 and pay £300 compensation for distress and inconvenience, which both parties accepted as a resolution.
Orders and recommendations
- Compensation
Pay the resident £396.89 compensation, made up of £96.89 service charge refund and £300 for distress and inconvenience. Provide documentary evidence of payment.
Compensation ordered
| Reason | Amount |
|---|---|
| Service charge refund | £97 |
| Distress and inconvenience | £300 |
| Total | £397 |
Findings by complaint head
-
Handling of service charge query
Mediation / settlementThe landlord initially told the resident the £96.89 additional service charge would be refunded but then failed to process it, stating the resident had not been charged for fire safety works. The landlord later acknowledged it could not see evidence the fire alarm system was removed and replaced, and that additional work to install smoke and heat sensors was cancelled. Following the Ombudsman's intervention, the landlord offered to refund the £96.89 and pay £300 compensation for distress and inconvenience, which both parties agreed to as a resolution.
The full determination
Decision Case ID 202410041 Decision type Investigation Landlord The Riverside Group Limited Landlord type Housing Association Occupancy Leaseholder Date 24 February 2026 Background The resident queried an additional service charge cost around late October/early November 2023. He complained to the landlord and disputed additional work had been carried out on the fire alarm system between 1 April 2022 and 31 March 2023. The resident chased the issue on a regular basis between November 2023 and September 2024.
What the complaint is about The complaint is about the landlord’s handling of the resident’s service charge query. Our decision (determination) The complaint was resolved with our intervention. We have made a recommendation for the landlord to put things right. Summary of reasons The landlord initially told the resident the £96.89 would be refunded. However, it then wrote to the resident on 1 March 2024 and said: He had “not been charged for [fire safety] works” which was why the refund had not been processed.
The charge was made up of a number of items at the scheme. Which was in his year end account letter. However, the bulk of this charge, according to the year end account letter, was for ‘fire safety servicing and maintenance.’ The landlord contacted its fire safety contractor in relation to additional work the resident had been charged for on 15 July 2024. The landlord: Noted it could not see “any evidence whatsoever” the fire alarm system was removed and replaced. Acknowledged additional work to install smoke and heat sensors was cancelled as its fire contractor could not gain access.
We contacted the landlord on 19 February 2026 as there was no evidence any additional fire safety work was ever completed. Following our intervention, the landlord has offered to: Refund the £96.89 additional service charge. Pay £300 compensation for the distress and inconvenience. Both parties have agreed to this as a resolution to the complaint. Subject to the landlord paying the compensation, we are satisfied the complaint will be resolved reasonably. Recommendations Our recommendations are not binding, and a landlord may decide not to follow them.
Our recommendations The landlord should pay the resident £396.89 compensation. This is made up of £96.89 for a service charge refund, and £300 for distress and inconvenience caused to the resident chasing the issue. The landlord should provide documentary evidence that it has paid the compensation.
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.