Send a final reminder as follows:
Subject: Final Notice – Outstanding Complaint (No Response)
Dear [Name],
I refer to my email of 21 October headed “Clarification and Correction – Cancellation of All PCNs”. You were asked to provide a formal response within 14 days. None has been received. Your 14-day deadline has expired with no formal response.
This silence constitutes a failure to address a formal complaint. Please confirm your redress scheme (TPO or PRS) and membership number, and whether the landlord is a member of the Housing Ombudsman Scheme.
Absent a full written response within 7 days, I will escalate my unresolved complaint to the appropriate Ombudsman/redress scheme and to the ICO. This includes the unlawful interference with tenancy rights (derogation from grant/quiet enjoyment) and the unlawful processing of my personal data by your contractor under Article 6(1)(f) UK GDPR.
Yours faithfully,
[Name]
[Tenancy ref / VRM(s)]
You can go to the Housing Ombudsman only if your landlord is within its jurisdiction (social landlord, housing association, local authority, or a private landlord who’s a member). Many private leasehold blocks with managing agents are outside the Housing Ombudsman. In that common scenario, the right external route is the managing agent’s mandatory redress scheme: either The Property Ombudsman (TPO) or the Property Redress Scheme (PRS)—all managing/letting agents in England must belong to one.
Identify jurisdictionAsk the agent: “Please confirm your redress scheme membership (TPO or PRS) and membership number. Also confirm whether the landlord is a member of the Housing Ombudsman Scheme”.
Check the landlord: if they’re a council/HA (or a private landlord who’s joined the Housing Ombudsman), then Housing Ombudsman applies. Otherwise: TPO/PRS.
Clock the timelineOmbudsman/redress bodies expect you to exhaust the agent’s internal complaint process first. If they’ve ignored you for 14 days and their policy sets a timescale, you can cite failure to follow their own policy and move to the redress scheme after their final stage or after 8 weeks without resolution (whichever applies in their policy).
If Housing Ombudsman applies: escalate there. If not: escalate to TPO or PRS (whichever the agent is a member of).
In parallel, run the ICO complaint (data processing without reasonable cause) and a DVLA complaint about Napier’s “reasonable cause”.
If Housing Ombudsman is in scope: Managing agent authorises private parking contractor to invoice tenants for using resident-only gated parking; no tenancy term requires permits or third-party scheme; interference with quiet enjoyment/derogation from grant; failure to handle complaint.
Outcome sought: Cancel all PCNs; cease conditioning resident parking on third-party scheme; confirm data erasure; adopt compliant policy; apology and compensation for distress/time.
If TPO/PRS is in scope: Poor estate management; imposing contractual terms not in tenancy; failure to operate a fair complaints process; unreasonable persistence with a contractor acting outside lawful authority; data-protection failings (via contractor).
Outcome sought: Same as above.
