The Resident requested that the Landlord consider her complaint at stage two of its complaints process on the same day. By post: More information on the cookies we set can be found in our cookie policy. The Landlord issued a stage one response to the Resident’s complaint on 8 April 2020 and stated the following: It apologised that the Resident was unable to speak to an officer when she had called to discuss her complaint. The Financial Ombudsman Service will only step in once the bureau has had the opportunity to investigate matters, so please contact us first. If your complaint is about debt advice or if you were seeking advice about your credit record and you are not satisfied with our final response, or if eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman to review your complaint. The Landlord has not demonstrated that it has fully recognised the impact of the current circumstances on the Resident or offered support where it could. The Financial Ombudsman Service provides a free, independent service for clients to solve disputes with not for profit debt advice providers. The Landlord advised that the Resident could escalate her complaint to stage two of its complaint’s procedure should she remain dissatisfied. Hammersmith United Charities. Landlords are not obliged to provide dining rooms. 2 hours ago . Under the scheme, which follows the controversial closure of Harwood Terrace, five “smart” cameras will be installed at junctions of residential streets around Wandsworth Bridge Road. Hammersmith & Fulham Council complaints contacts. 02073858850. Hammersmith and Fulham London Borough Council is the local authority for the London Borough of Hammersmith and Fulham in Greater London, England. It is a London borough council, one of 32 in the United Kingdom capital of London. Hammersmith and Fulham is divided into 16 wards, electing a total of 46 councillors. Perhaps you had to wait for ages, only to find out that there is very little we can do for you. What we can and cannot consider is called the Ombudsman’s jurisdiction. Although it would have been appropriate for the Landlord to acknowledge the Resident’s points and questions in order to provide a clear reason for its decision in line with its Complaint Policy. info)) is a London borough partly in West London (Hammersmith, Shepherd's Bush, West Kensington) and partly in Southwest London (Fulham); it forms part of Inner London.. Traversed by the east–west main roads of the A4 Great West Road and the A40 Westway, many international corporations have offices in the borough. Hammersmith and Fulham is divided into 16 wards, electing a total of 46 councillors. The borough council provides some shared services with Kensington and Chelsea, and Westminster. In addition, it states that it would. This is governed by the Housing Ombudsman Scheme. The Resident is a tenant under a secure tenancy with the Landlord and has been a tenant since 1 November 1999. 0800 0 234 567 – free for people phoning from a ‘fixed’ line (e.g. 1 The complaint of unfair dismissal is well-founded; and 2 The complaint of wrongful dismissal is well-founded. Fulham Good Neighbour Service Rosaline Hall, 70 Rosaline Road London SW6 7QT 020 7385 8850 info@fulhamgoodneighbours.org Registered Charity 1113752 Limited Company 05639340 X get updates on what we're doing The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. REASONS 1 in a claim form presented on 19 December 2019 the Claimant complained of unfair ... sent an email to a number of Hammersmith and Fulham Councillors and employees • Ensured that the team provided proactive, cost effective, and efficient and customer friendly customer service in all aspects of housing management. By email: Perhaps you felt that you were not treated with respect or courtesy. If you experience any problems at all with our service, we hope that you will not hesitate to let us know. 2 January 2021. Hi,My elderly neighbours Freesat box is no longer working,are there any out there no longer needed?She hasn't got... offer. It would have been appropriate for the Landlord to address the Resident’s points as to why her house should be considered a three-bedroom property. Mon - Fri 10:00am - 4:00pmIf it's about debt. Also Read: Halton Borough Council complaints email & Phone number Hopefully, We helped you to get some genuine records for Hammersmith & Fulham Council Complaint information. The Resident raised the same questions and concerns in her escalation request, which again, were not addressed by the Landlord. In accordance with paragraph 54 of the Housing Ombudsman Scheme, there was. While a separate letter, from the Hammersmith and Fulham council, accused the Home Office of moving Covid from one part of the country to another. The Landlord would be expected to identify the property as laid out in any legal documents. If you do not wish to consent to our recording the information you enter, you will need to contact us another way. Please see our privacy notice at http://cahf.org.uk/cahf-privacy-notice/ for further information. COMPLAINT 202002333. ... then the Council’s Housing Department should take action ensure that her neighbour include the terms of the head lease in any sub-letting. Or complete this form to get help from our debt partner organisation. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme. The 11 noisiest London boroughs: Last year we reported on noise complaint data between January 2018 and December 2019. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme. 7 North End Crescent She stated that she had attempted to call the Landlord on four different numbers and it had taken her over an hour to speak to someone. In that time period Kensington and Chelsea was the noisiest borough with 26,744 complaints in the two year period followed by Hammersmith and Fulham with 25,300 complaints and Islington with 21,435 complaints. All information you provide is used solely for dealing with your complaint and will not be disclosed to anyone else without your consent, unless the law requires us to do so. The Landlord has not effectively explained why the Resident’s further points regarding the surveyor’s report, description on the open market or eligibility at the beginning of her tenancy would not be considered it its decision to label her property as having four bedrooms. It runs with the support of our partner charity St Paul's Money Advice Centre (SPMAC). It stated that it had reviewed the documents noted in its stage one response and both her Tenancy Agreement and sign up documents record her home as a four-bedroom property. After carefully considering all the evidence, in accordance with the Housing Ombudsman Scheme, the following aspects of the complaint are outside of the Ombudsman’s jurisdiction. If you want to progress to this stage, you must do so within four weeks of receiving the Citizens Advice review. For this reason, it would be appropriate for the Landlord to offer an award of compensation in recognition of the inconvenience caused by its lack of explanation. Approx 1 x1.5 metres. We are authorised and regulated by the Financial Conduct Authority, FRN: 617622. Our approach. If you are still not happy, you can ask for your complaint to be looked at by an Independent Adjudicator. South Quay Plaza Need a Freesat box for elderly neighbour. Since 1966 Fulham Good Neighbours has provided older people and people with disabilities with neighbourly support. The Landlord did not uphold the complaint as it had correctly advised DWP on the bedroom size of her home. The Landlord should also consider taking steps to improve its service with regard to signposting its residents to relevant departments or sources of support. It explained that it had changed how it managed phone calls to allow its officers to work from home due to the Covid-19 pandemic. complaint.info@financial-ombudsman.org.uk. Whilst the Landlord’s decision to register the house as a four-bedroom property was reasonable, the Landlord did not provide a clear explanation as to why it would not consider the Resident’s further points in its decision and did not acknowledge the distress and uncertainty this may have caused the Resident. On 27 April 2020 the Landlord issued its stage two response to the Resident and maintained its position that it would not uphold her complaint. Their accounts of what has happened are summarised below. Paragraph 39(m) of the Housing Ombudsman Scheme states: “The Ombudsman will not investigate complaints which, in the Ombudsman’s opinion fall properly within the jurisdiction of another Ombudsman, regulator or complaint-handling body”; The Resident has expressed concern that by the Landlord’s identification of her home as having four-bedrooms she has been denied housing benefit and is suffering financial hardship. Looks like photo of Hornby railway. It confirmed that her Tenancy agreement, signed on 23 October 1999 also stated that her home was considered a four-bedroom property. You can put the information in a letter and send it to our business address, or drop it into the bureau. The Chief Executive of Citizens Advice Hammersmith & Fulham or the Chair of the Trustee Board at: Avonmore Library & Neighbourhood Centre The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. A resident is permitted to use the rooms in their property as they see fit; the fact that the Resident uses the room as a dining room does not mean it cannot be considered a bedroom. Hammersmith United Charities invests in the people and communities in the eight northern wards of Hammersmith & Fulham to tackle poverty, deprivation and disadvantage, building on legacies, wisdom, learning and experience gained over 400 years. We will treat your complaint confidentially, seriously and quickly. There is no evidence to suggest that the Resident’s questions were suitably answered, and the Landlord did not acknowledge or empathise with the Resident’s report of financial hardship. Hammersmith & Fulham Council is celebrating a ‘No Mow May’ so bees, plants and insects can thrive. The Resident has stated that the Landlord considers her dining room to be a bedroom. We support Fulham residents in their homes and gardens, community and now online.. We are grateful to the London Borough of Hammersmith and Fulham for their ongoing support. It is reasonable that the Landlord would no longer have records of an allowance being given and would not be able to provide this given the length of time which has passed since the Resident moved into the property, furthermore, a decoration allowance for three bedrooms would not automatically undermine the Tenancy Agreement and its report of four-bedrooms. This Service understands that the current circumstances in relation to income may have caused the Resident distress and uncertainty, we also acknowledge that the Resident has provided evidence to suggest that the property is considered to be a three-bedroom property by the Landlord’s surveyors and states that she was given a decoration allowance for three bedrooms, not four, when she moved in. The review will be conducted under the direction of the national Citizens Advice Chief Executive. Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. The Landlord’s Complaint Policy states that a stage one response would be sent within 15 working days. She continued to state that if sold on the open market, the property would be considered a three bedroom and the property was used as a three-bedroom. Full details here. As above, if the Resident has further concerns about the benefit amount she may be entitled to, she could seek further advice from DWP and the LGSCO. There is no evidence of fault in how the Council made its decision not to take enforcement action against his neighbour when the development was not built in accordance with the approved plans. 89/A/1639 against the London Borough of Hammersmith & Fulham by Commission for Local Administration in England ( Book ); Report by the Local Ombudsman on an investigation into complaint no. The Resident has said that a separate dining room has been classed as a bedroom by her Landlord. complaint. what we do. I am making this complaint after having been notified by students, through our Student Advice Centre, of the poor service recieved. It is not unreasonable for the Landlord to register this property as a four-bedroom house as this is stated on the Tenancy Agreement and sign up forms. If the Resident disputes the amount of Universal Credit or Housing Benefit she is eligible to receive, she could address this matter the Department of Work and Pensions (DWP) and ultimately approach the LGSCO about this matter. The first mass vaccination centre in H&F has opened at the Novotel hotel in Hammersmith. We have issued a call for evidence to support an investigation into damp and mould. But we aim to be. The Ombudsman considers the evidence and looks to see if there has been any ‘maladministration’, for example whether the landlord has failed to keep to the law, followed proper procedure, followed good. Financial Ombudsman Service By phone: STAFF members of a local council in London have been banned from smoking at their desk – even while they are working from their own home. The Landlord does not appear to have addressed the Resident’s further claims that her property should be considered a three-bedroom property in its initial complaint response. For the latest local health and care information, visit www.nwlondonccg.nhs.uk Brent, Central London, Ealing, Hammersmith and Fulham, Harrow, Hillingdon, Hounslow, and West London Clinical Commissioning Groups (CCGs) have merged as of 1 April 2021 to form North West London CCG. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. ... nuisance by encroachment on a neighbour's land; (2) nuisance by direct physical injury to a neighbour's land; and (3) nuisance by interference with a neighbour's quiet enjoyment of his land." She had made a joint claim for Universal Credit with her husband and stated that her home was a three-bedroom property. Tel: 0330 008 3808 Over 200 NHW street watches are now active in Hammersmith & Fulham. Publish date 22 April 2021. Further documents that state otherwise do not undermine the Tenancy Agreement in this instance. London Borough of Hammersmith & Fulham (15 020 855) Category : Planning > Planning applications. She explained that the house was allocated to her as a three-bedroom property when she had been decanted from her previous two-bedroom property, as this was what she was entitled to due to her family size. The evidence provided shows that the Resident’s Tenancy Agreement states that the house is a four-bedroom property. Visit Homepage. It acknowledged that she had experienced some delay in speaking to an officer, however, her Housing Officer had called her back as requested. The Resident stated that it had taken years for her family to be moved to a three-bedroom property, which she and her family were entitled to, from a two-bedroom property. are able to address each point of a resident’s complaint. Case Number: 2202655/2019 - 1 - EMPLOYMENT TRIBUNALS BETWEEN Claimant AND Respondents Miss J Rodriguez London Borough of Hammersmith & Fulham H&F Neighbourhood Watch. 0800 808 5810 Use this comments section to discuss problems you have had with Hammersmith & Fulham Council, or how they have handled your complaints. The Ombudsman orders that the following actions be taken within four weeks: The Ombudsman recommends that the following actions be considered. We aim to respond in full to any complaint within eight weeks. Every year Citizens Advice Hammersmith & Fulham helps thousands of people. The Tenancy Agreement is a legal document and the Landlord would be expected to refer to such documents when registering the property for any purposes; for example, to DWP for any housing related benefits. Categories Community, Environment. This Service acknowledges that the Landlord did not have to address the surveyors report or how the property may be described on the open market as fact when making its decision. Richmond Fellowship Employment and Wellbeing service Lower Ground Basement Richford Gate Medical Practice Hammersmith London W6 7HY. Identification as a four-bedroom property. In this case, the Resident has stated that the property had been registered incorrectly by the Landlord and her house should be considered a three-bedroom property. From 1 April 2021, this website will not be updated. A dining room can be used as a bedroom, and bedrooms can be downstairs as well as upstairs. Finally, your complaint may go to a person who is entirely separate from the Citizens Advice service. This Service would expect the Landlord to acknowledge this; whilst it may not offer direct assistance it would be appropriate for the Landlord to signpost the Resident to relevant services or departments where she could seek assistance and provide a clear explanation of its decision. Call Switchboard on 020 8748 3020. Imperial College Union represents approximately 16,000 students at Imperial College London, 3,916 of which live within the Borough of Hammersmith and Fulham (1), who will have interacted with this service. The complainant will also have the opportunity to present the case She also states that on the open-market the house would be considered a three-bedroom property, and that the Landlord’s surveyors have recorded the house as a three-bedroom property in their reports. We are also keen to hear any comments you may have about the service which could help us … Mon - Fri 10:00am - 4:00pmIf you haven't  spoken to us before about the problem. From 1 April 2021, this website will not be updated. Visit Contact Page. Your complaint will be investigated by the Chief Executive under the direction of the Chair of Citizens Advice Hammersmith & Fulham, or by the Chair him or herself if you are complaining about the CEO. In partnership with Healthwatch Central West London , we’re delivering NHS complaints advocacy . If you are still not happy after our response, you can request a further review. The Landlord should consider reviewing its complaint handling training to ensure its staff. The Landlord stated that it appreciated that the Resident may choose to use her home as a three-bedroom property, but its records reflect the size of the property as offered and accepted by the Resident. Or complete the form below: This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme. On 18 March 2020 the Resident raised a complaint to the Landlord as she believed the Landlord had registered her property incorrectly as a four-bedroom property to the Department of Work and Pensions (DWP). This report is not an exhaustive description of all the events that have occurred in relation to this case, but an outline of the key issues as a background to the investigation’s findings. What you tell us helps to improve our service to you. 8 December 202 0. When a complaint is brought to the Ombudsman, we must consider all the circumstances of the case as there are sometimes reasons why a complaint will not be investigated. Complaints can be addressed to the Chief Executive or Chair of Trustees. It stated that callers may experience delays during this time as a result. complaint.info@financial-ombudsman.org.uk. She did not understand why she would be given a four-bedroom property and had not received any documents to state that her current property was a four-bedroom property. The Landlord’s complaint handling of this matter. Plans to manage traffic around Fulham using number plate-recognition cameras have been revised by Hammersmith and Fulham Council. so its residents have the tools they need to seek assistance. The Landlord has identified the property as a four-bedroom property, although the Resident states she has three bedrooms and a separate dining room. The Landlord’s registration of the Resident’s home as a four-bedroom property. Hammersmith and Fulham Mencap is a charitable company limited by guarantee, registered in England and Wales under company number 08155114 and registered charity number 1150840 Stage Three The panel will consider the complaint, normally within 21 days of the acknowledgment. The Ombudsman considers the evidence and looks to see if there has been any ‘maladministration’, for example whether the landlord has failed to keep to the law, followed proper procedure, followed good practice or behaved in a reasonable and competent manner.

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