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.
The complaint concerns: The landlord’s handling of the resident’s reporting of damp and mould. The landlord’s decision not to decant the resident. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
The complaint is about: The landlords handling of repairs to the residents outbuilding. The Ombudsman has decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about the conduct of two staff members. Handling of pest control issues. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to her flooring. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about the behaviour of and works outstanding by contractors. Complaint handling.
The resident’s complaint is about the landlord’s: Response to the resident’s reports of faults with the heating and hot water system; Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: request for a management transfer; reports of repairs to her property, safety issues with the building, and associated record keeping; fire safety concerns, and associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour and noise from her neighbour above.
The complaint is about: The landlord's decision to grant permission for a neighbouring resident to undertake construction work. The landlord’s response to concerns about the impact of the neighbour’s construction work noise and disruption. The landlord’s response to concerns about the damage caused to the resident’s property from the neighbour’s construction work. The landlord’s response to the resident’s concerns about drainage works. The conduct of the landlord’s surveyor. The landlord's decision not to decant the resident while the construction works are being undertaken. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about the window cleaning service. This investigation has also considered the landlord’s handling of the associated formal complaint.