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Decisions

Our decisions are published as part of our commitment to being open and transparent. The decisions are anonymised so residents’ names are not used, but landlords are named. The decisions date from December 2020, and are published 3 months after the final decision date. In some cases, we may decide not to publish a decision if it is not in the resident’s or landlord’s interest or the resident’s anonymity may be compromised. You can read more in our guidance on decisions.

Date

(date from format: mm/dd/yyyy)
(date to format: mm/dd/yyyy)

Landlord Name

Landlord type

Complaint Category

Outcome

Tenure

Orders

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Accent Housing Limited (202006312)

The complaint is about: The landlord’s response to the resident’s allegations of non-compliance with policies set out by the Department for Levelling Up, Housing and Communities (DLUHC) and the Regulator of Social Housing (RSH), as well as guidance from HouseMark. The process by which the landlord calculated its service charge and its suggestion that the service charge costs are fixed.  The alleged introduction of new services without proper tenant consultation. The landlord’s decision to charge residents for the maintenance of communal lights. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

Halton Housing (202015876)

The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

LiveWest Homes Limited (202015208)

The complaint is about the landlord’s response in respect of: The resident’s reports about delays in completing repairs in the property (including the kitchen floor repairs). The resident’s request to be moved to a suitable property in a suitable location through the local authority through the landlord The landlord’s complaint handling.

London & Quadrant Housing Trust (202015446)

The complaints are about the landlord’s: Handling of repairs to the communal water supply pipe valves. Response to the resident’s reports of repair following an escape of water. Response to leaks within the resident’s block. The Ombudsman has also investigated the landlord’s complaint handling.

London & Quadrant Housing Trust (202105318)

The complaint refers to: The landlord’s handling of the resident’s reports of damp and mould in the property. The landlord’s handling of the resident’s concerns regarding overcrowding and her request to be transferred.

Onward Homes Limited (202013218)

The resident complains about: The time taken for the landlord to complete a repair to the kitchen door. How the landlord handled his complaint about the kitchen door repair. The time taken for the landlord to complete plastering work to the bathroom. How the landlord handled his complaint about the bathroom repairs.