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 decision not to investigate the resident's report of a damaged carpet caused by a flood in 2019. The landlord's handling of the resident's reports of pest infestation. The landlord's handling of the resident's reports of inappropriate staff conduct. The Ombudsman has also considered the landlord’s: Record keeping. Handling of the associated complaint.
This complaint is about the landlord’s: Response to the resident’s reports of a leak; Complaint handling; Record keeping.
The complaint is about the landlord’s handling of the resident’s request for repairs.
The complaint is about: The landlord’s handling of the resident’s concerns about the lighting in communal areas around her property. The landlord’s administration of service charges. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s management of the resident’s rent account.
This complaint is about the landlord’s: Response to the resident’s reports of repair to the windows, kitchen sink tap, heating and hot water, TV aerial and light fitting at the property she had been decanted to. Response to the resident’s report of a leak at the property she had been decanted to. Handling of the associated complaint.
The complaint relates to: The landlord’s handling of reports of a pest infestation. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Request for service charges to be removed and concerns raised about the level and increase of the service charges. Queries about service charges and estate management. The related complaint.
The complaint is about the landlord’s handling of: The resident’s rent account and its response to her request to write off rent arrears. The resident’s complaint.
The complaint is about: The landlord’s handling of reported noise disturbances from the building’s water pumps. The associated complaint.