Royal Borough of Kensington and Chelsea

The landlord's handling of the resident's cracked kitchen window was found to be reasonable redress, as it attended within its repairs policy timescale and offered £100 compensation for an unavoidable delay. However,…

The Ombudsman found service failure in the landlord's handling of the resident's reports of ASB because it failed to complete action plans and risk assessments at appropriate points and delayed its decision on security…

The Ombudsman found no maladministration, severe maladministration, maladministration in the landlord’s handling of The landlord’s responses to the resident’s concerns about poor staff conduct and her window replacement…

The Ombudsman found maladministration in the landlord's response to the resident's report of a leak, which took nearly 6 months to permanently repair, with unreasonable delays, poor communication and record keeping, and…

The Ombudsman found service failure, no maladministration, severe maladministration, maladministration, mediation settlement in the landlord’s handling of the landlord’s: Handling of the resident’s reports of noise…

Maladministration was found in the landlord's handling of the resident's kitchen renewal works, which were not completed on schedule or to standard, with the landlord unduly emphasising the resident's actions over its…

The Ombudsman found severe maladministration in the landlord's response to the resident's reports of no hot water or heating (leaving him without heating/hot water for 285 days), and maladministration in its responses…

The Ombudsman found maladministration in the landlord's response to damp and mould, the ventilation system and related repairs, its response to reports of a sewage smell, and its complaint handling. The rehousing…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). We have also considered the landlord’s complaint handling..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about the installation of CCTV on the estate..

The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of issues with her heating and hot water. The Ombudsman has also investigated…

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s rent arrears..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: Damp and mould. Noise nuisance at the property.. Total compensation ordered: £550.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: A leak affecting the resident’s property including the repairs and the level of compensation. Asbestos in the property…

The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of repairs to the resident’s windows.. Total compensation ordered: £1738.

The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s: Handling of repairs to a toilet, including an operative’s conduct. Handing of repairs to a balcony.. Total…

The Ombudsman found maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of the resident’s request for repairs to the gutters at the property..

The Ombudsman found no maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202342331 Royal Borough of Kensington and Chelsea 22 August 2024 Our approach The Housing Ombudsman’s approach to…

The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s response to reports of recurring leaks and damp and mould in the property..

The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint is about: The landlord’s handling of remedial works following a leak and its response to the resident’s…

The Ombudsman found service failure in the landlord’s handling of the landlord’s: Response to reports of recurring leaks from the flat above. Response to the noise from the flat above which was said to be due to the…

The Ombudsman found service failure, maladministration in the landlord’s handling of the landlords handling of the repairs to the resident’s radiators..

The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s request to transfer the tenancy into her name. The resident’s request to book…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of leaks during and after roofing works. Complaint.. Total compensation…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of : The landlord’s handling of antisocial behaviour (ASB). The landlord’s handling of a managed move. The Ombudsman has also…

The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202224181 Royal Borough of Kensington and Chelsea 5 December 2023 Our approach The Housing Ombudsman’s approach to investigating and…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident's: Requests for major works information. Concerns about workmanship quality.. Total compensation ordered: £500.

The Ombudsman found reasonable redress in the landlord’s handling of The landlord’s handling of: Damp and mould within the resident’s property and request for new windows. The resident’s request to be rehoused on…

The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of The complaint concerns the resident’s requests for the landlord to: Remove shelving from the property and replace it with a…

The Ombudsman found mediation settlement, service failure in the landlord’s handling of the landlord’s: Handling of the resident’s reports of a lighting fault. Complaints handling..

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the remedial repairs in the resident’s property following a leak.. Total compensation ordered: £70.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs and replacement of multiple windows in the resident’s property. The associated complaint. Total compensation…

The Ombudsman found service failure, maladministration in the landlord’s handling of the: Landlord’s handling of the resident’s move. Condition of the property when let to the resident. Landlord’s response to boiler…

The Ombudsman found no maladministration in the landlord’s handling of This complaint is about the landlord’s handling of refurbishment work at the resident’s property..

The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s response to the resident’s: Rehousing request; Reports of repairs required at the property; Request to be decanted while the…

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: housing application; concerns about discrimination and less favourable treatment in applying its voids…

The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of : the landlord’s compliance with a court judgement from 2015. the landlord’s handling of a boiler repair and…

The Ombudsman found maladministration in the landlord’s handling of The resident has complained about being placed on the landlord’s restrictions list and its handling of communications on the issue.. Total compensation…

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s: Report of a water leak under the kitchen sink. Request to replace flooring in the kitchen..

The Ombudsman found no maladministration, service failure in the landlord’s handling of : The landlord’s response to the resident’s reports of damage to his mirror. The landlord’s response to the resident’s requests for…

The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord's handling of repair works following the resident's reports of a leak from the above property, including the length of…

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s security concerns for the building..

The Ombudsman found reasonable redress, service failure, no maladministration in the landlord’s handling of the time the landlord had taken to complete the void works to the resident’s property and the changes to the…

The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns how the landlord handled the resident’s reports of strong odours coming into her property from the property below and the…

The Ombudsman found service failure, no maladministration in the landlord’s handling of : The landlord’s response to the resident’s concerns regarding the standard of caretaking. The landlord’s response to the…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of a water leak at his property. The resident's temporary decant. The resident’s…

The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of noise nuisance. The resident’s request for a management transfer.. Total…

The Ombudsman found maladministration, reasonable redress, no maladministration in the landlord’s handling of : The landlord’s handling of a gas safety inspection at the resident’s property. The landlord’s handling of…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of noise disturbance from communal water tank pipes..

The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of damp and mould in the property including the resident’s reports of damage to personal items. The…

The Ombudsman found maladministration, reasonable redress in the landlord’s handling of The resident complains about the landlord’s handling of:. Total compensation ordered: £650.

The Ombudsman found no maladministration in the landlord’s handling of the landlord's response to the resident’s queries about rent arrears on her account..

The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of her reports of noise nuisance from neighbouring properties..

The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports of damage to his kitchen units during pest-proofing works..

The Ombudsman found service failure in the landlord’s handling of the landlord’s: Handling of repairs to the resident’s shower. Complaint handling.. Total compensation ordered: £50.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak and her subsequent request for compensation for items damaged by the leak ..

The Ombudsman found no maladministration in the landlord’s handling of :.

The Ombudsman found service failure, no maladministration in the landlord’s handling of The resident’s complaint is that the landlord has not taken appropriate steps in response to her complaint of antisocial behaviour…

The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns that the communal fire doors are not fit for purpose and are causing an…

The Ombudsman found service failure, no maladministration in the landlord’s handling of This complaint is about the landlord’s response to an incident where the resident was trapped in the communal lift..

The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s response to the resident’s report of a flood at his property..

The Ombudsman found service failure, no maladministration in the landlord’s handling of : The resident’s assertion that he sustained physical injuries as a result of the removal of facilities. The landlord's handling of…

The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of fly-tipping and personal items left in the communal areas..

The Ombudsman found no maladministration in the landlord’s handling of The complaint refers to the landlord’s handling of: The resident’s concerns about the communal lifts within his building breaking down. The…

The Ombudsman found service failure, maladministration in the landlord’s handling of The complaint concerns how the landlord handled repairs to the heating and hot water system of the property..

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s complaint about its removal of items from her shed..

The Ombudsman found maladministration, no maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of mismatched lighting in the communal areas. The landlord’s handling of the…

The Ombudsman found service failure, mediation settlement in the landlord’s handling of The landlord’s response to damaged caused to the property following a leak..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of concerns over the conduct of its contractors..

The Ombudsman found maladministration in the landlord’s handling of The complaint concerns: The landlord’s response to the resident’s complaint about repair issues. The landlord’s handling of historical issues and…

The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of This complaint is about: The landlord’s response to the resident’s reports of noise transference from neighbouring…

The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202101926 Royal Borough of Kensington and Chelsea June 2021 Our approach The Housing Ombudsman’s approach to investigating and…

The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports of contractors arriving at his property without identification and entering a room without his…