A resident of the City of Westminster was left living with a window boarded up with plywood for nine months, much of which occurred during the winter. The tenant had been reporting issues with the window since as far back as 2020, according to a Housing Ombudsman case.
Safety Hazard Ignored
In April 2023, the resident reported to the landlord—Westminster City Council—that the window in his fourth-floor flat in a listed building was dangerously held in place "only by two screws, one on either side of the window." He expressed concern that the window could fall out, as his flat overlooked a sheer drop.
The landlord removed and boarded over the window in September 2023. However, a temporary window was not fitted until May 2024—nine months later.
Severe Maladministration
The Housing Ombudsman found "severe maladministration" in the council's handling of the reports. Westminster City Council was ordered to pay the tenant £2,500 in compensation and issue an apology.
In a report, the Ombudsman stated: "The landlord took five months to even remove and board over the window after the resident reported the significant health and safety risk that it posed. The resident was then left for 9 months with a window that had been boarded over, unable to ventilate his flat or get sunlight into his property. The majority of the time the resident was without a window was during the winter months. This would have left the resident in a cold property that was difficult to heat during the winter months."
Complaint Process
In December 2023, the resident made a stage one complaint about the boarded-up window and lack of communication. He stated that he had first reported the issue several years ago and that the council had occasionally sent contractors but had not resolved the problem. On January 9, 2024, the landlord upheld the complaint and offered £100 compensation, stating a new window had been ordered in September and was expected by the end of the month.
However, in March 2024, the window was still boarded up. The resident made a stage two complaint, describing the landlord as "uncaring" and "unhelpful." The council upheld this complaint and awarded £400 compensation, stating the new window was being made and due for delivery to contractors on June 18, 2024.
Further Delays
A temporary window was installed sometime in May 2024. The resident complained to the Ombudsman in September 2024, as repairs were still incomplete. An Ombudsman report published in March 2026 noted that the window was still not fully operational. Westminster City Council was instructed to create an action plan for the repairs.
The Ombudsman expressed dissatisfaction with the compensation offered and noted that the council had not kept clear records. It recommended a review of how the council communicates with residents. However, the Ombudsman found "reasonable redress" in how the council handled the complaints about the repairs.
Council Apology
Cllr David Harvey, Westminster City Council Cabinet Member for Housing and Regeneration, said: "We fully accept the Ombudsman's findings and are deeply sorry for the failings identified in this case. We acknowledge the distress caused and have apologised unreservedly to the resident for the impact that this situation has had on them.
"Our review of this historic case has highlighted that we failed to provide timely repairs and effectively communicate with the resident over a prolonged period. The council is committed to making improvements in our practices to ensure residents are given the best possible service; taking steps to strengthen oversight of complex repairs and improve communication with residents and record keeping. We have also increased the size of our complaints team, with a new adopted system for managing complaints alongside a learning framework to ensure we reflect on service delivery and identify opportunities to improve."
