Multiple issues (March 2025)
Ms U raised multiple complaints about issues arising from both a regeneration project near her building, and cladding replacement works on the building itself.
Summary
The resident raised multiple complaints about issues arising from both a regeneration project near her building and cladding replacement works on the building itself. Her formal complaint in March 2023 listed 28 issues, including unfinished landscaping, construction noise, lack of access to water meter readings, poor communication, a leaking balcony above her garden, cladding defects, nuisance from dogs, and concerns about communal maintenance and safety.
Landscaping works – we confirmed that the cost would not be apportioned to leaseholders but maintenance will be charged for upkeep. The Ombudsman deemed this as an enquiry rather than a complaint, and therefore found no maladministration.
Noise disturbance compensation – we confirmed that the noise was carried out during permitted hours. The Ombudsman found no maladministration as there was insufficient evidence provided by the resident.
Water meter access – the Ombudsman acknowledged that during works, access is temporary blocked. However the Ombudsman issued service failure on the basis that there we did not provide the resident with timely meter readings upon request.
Cladding works – The Ombudsman found no maladministration as the works were signed off by a fire engineer and post inspected. On receiving the complaint, we had also carried out a further inspection.
Communications – The Ombudsman found service failure in our response to the resident’s concerns about communications. She provided information in her escalation request about a specific incident where a pathway was closed and she explained the inconvenience this caused her. We demonstrated limited accountability for its communication responsibilities in its response.
Leaking balcony – The Ombudsman found no maladministration as there was no evidence that this was reported to us prior to making the complaint. Once reported, we carried out an inspection within our policy timeframe.
Dogs – The Ombudsman found maladministration on the basis of poor communication, follow up and delays to our responses.
Maintenance of communal areas – there was no maladministration as we had arranged for surveyor to inspect the issues reported, carried out site visits, completed remedial actions, explained our actions and took steps to monitor the matter.
Relocation of dry riser – no maladministration in our response as we had considered it, and have taken steps to seek permission in line with the lease to gain access to service the dry riser.
Complaint handling – there was service failure as we did not address all of issues in the original complaint.
Determination
- No maladministration in relation to landscaping, noise, cladding, leaking balcony, maintenance of communal areas and relocation of dry riser
- Service failure in relation to water meter access, communications and complaints handling
- Maladministration in relation to dogs in the blocks
Orders and recommendations
- Write an apology letter to the resident
- Pay £600 compensation
- Review policy or guidance on permission for keeping pets
- Update the resident on the internal fire door issues