We publish decisions as part of our commitment to being open and transparent.
Decision reports do not include residents’ names, but we name landlords. They date from December 2020, and we publish them 3 months after the final decision date.
In some cases, we will not publish a decision if it is not in the resident’s or landlord’s interest. Or if we will compromise the resident’s anonymity. You can read more in our guidance on decisions.
REPORT COMPLAINT 202216910 Livv Housing Group 1 November 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
The complaint is about: Pigeon proofing works at the property. The landlord’s handling of flooring works, carried out as part of major works. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord's handling of a refund to the resident’s rent account. The landlord's response to the resident’s request to be refunded for the cost of a communal door key.
The complaint is about: the landlord’s approach to a lease variation. the associated complaint.
The complaint concerns the landlord’s handling of defects and snagging issues raised by the resident. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
The complaint is regarding the landlord’s: Handling of the resident’s reports about the condition of the property upon moving in and subsequent repairs. Complaints handling.
The complaint is about the landlord’s response to the resident’s various repair requests including: Electric socket for a fridge-freezer. Communal lighting. Leak affecting the external wall behind the toilet. Communal door. Blocked external drain affecting the kitchen. Extractor fan in the kitchen. Toilet overflow. Fence panel. The landlord’s response to the resident’s reports of damp, mould, and associated damage to personal belongings. The landlord’s response to the resident's reports of inappropriate staff conduct. The landlord’s response to the resident's report of a mice infestation. The landlord’s intention to replace a fire alarm in the property. The landlord’s complaint handling and compensation offered.
The complaint is about the landlord's handling of: The resident’s reports of anti-social behaviour (‘ASB’); and The subsequent complaint.
The complaint is about the landlord’s: handling of repairs to living room flooring and staircase; decision not to replace the internal door architraves to the living room, bathroom and bedrooms; handling of the complaint.
The complaint is about the landlord’s response to the residents concerns regarding the safety of the cladding at her property. This service has also considered the landlord’s handling of the residents complaint.