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Lighting issues and request for CCTV footage (June 25)

Mrs W, a leaseholder, raised several complaints to us about how we handled her complaint about communal lighting and a request for us to review CCTV footage following parcel thefts.

Summary

In July 2024, leaseholder of a ground-floor flat reported that the communal lighting on the adjoining green area was not working. In Aug 2024, she complained that it had been out for 2 weeks despite her report. She also complained that she had not received a response to her request in July 2024 for CCTV footage to be reviewed following parcel thefts from inside the block.

In our stage 1 response in Aug 2024, we informed the leaseholder that a repair job has been created, and that there were no internal cameras in the block. We apologised for the lack of communication and offered £250 compensation.

The leaseholder escalated the complaint in Sep 2024, and mentioned that whilst the repair was carried out,  the lighting does not switch on when its still dark at 6am. She also mentioned that we should have reviewed the external cameras.

In our stage 2 response, we informed that we will adjust the timer of the lights and that by the time the leaseholder enquired about reviewing the footage of the external cameras in September 2024, the footage was no longer available. We upheld the complaint and provided a further £250 compensation for not reviewing external cameras.

The Ombudsman found that

  1. We had responded within our timescales to repair the lights each time it was reported to us and that we had acknowledged the poor communication
  2. In relation to CCTV that we need to have regards to whether we have a duty to provide the resident with footage and should be referring residents to statutory bodies responsible for crime.
  3. That whilst we have no obligation to review footage our compensation for not responding and checking the footage was reasonable.

Outcomes

  • No maladministration in respect of our handling of the resident’s reports of faulty external communal area lighting.
  • Reasonable redress in response to the residents’ request for CCTV footage.

Orders and recommendations

  • Pay £500 compensation that we had originally offered.
  • That landlord considers drafting a formal CCTV policy that clarifies practice, and how to respond to request to review and provide footage.