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 is about the landlord's handling of: External window cleaning and the associated service charges. The resident's concerns about the fire alarm system and procedure. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports concerning the conduct of its contractor’s staff and the resulting ‘duty of care’ alert raised against the resident by its contractors. The associated complaints.
The complaint is about the landlord’s handling of the boiler and thermostat.
The complaint is about the landlord’s response to: The resident’s dissatisfaction of the provision and standard of grounds maintenance for the front garden and communal outdoor areas. The resident’s request for the landlord to pave the front garden as a means to remedy her grounds maintenance complaint. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s request for: Reasonable adjustments in relation to repairs appointments. A compensation payment. Adaptations to the property. Support from the ‘Connect Team’. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of noise. Complaints.
The complaint is about the landlord’s: Response to reports of a lack of provision of promised communal facilities and about associated service charges. Handling of the related complaint.
The complaint is about: The landlord’s response to flooding at the property. The landlord’s handling of the decant. The landlord’s handling of repairs. The landlord’s handling of the resident’s personal data. The landlord’s response to damage caused to the resident’s possessions by the flooding. The landlord’s handling of the associated complaint.
The resident’s complaint is about the landlord’s: Response to a sewage leak at her property; Response to her reports of water ingress and resultant damp; Handling of the associated complaint.
The complaint is about the landlord’s response to the resident about: its handling of her ASB reports. its decision to extend the introductory tenancy.