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 response to the resident’s reports concerning water ingress and resultant damp and mould. The landlord’s response to the resident’s reports of repairs to the external door and windows. The landlord’s response to the resident’s concerns regarding gas servicing appointments in 2019. The landlord’s complaint handling and the resident’s request for compensation.
The complaint is about: The landlord’s handling of the resident’s kitchen renewal and subsequent compensation offer. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of concerns about staff conduct.
The complaint concerns how the landlord handled: Repairs to the building’s centralised heating system. The replacement of the kitchen flooring in the resident’s property. The associated formal complaint into these matters.
The complaint is about the landlord’s handling of repairs to the resident’s driveway.
The complaint is about the landlord’s handling of the resident’s concerns about being overcharged for water services.
The complaint is about: The landlord’s handling of concerns about the quality of the estate management services provided by the landlord; The landlord’s handling of reports of staff conduct; The landlord’s complaint handling, and; The landlord’s decision not to investigate the resolutions offered in respect of previous complaints.
The complaint relates to: The landlord’s management of the mutual exchange process. The landlord’s management of the major works transfer process. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of an ongoing leak caused by outstanding roof repairs. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
REPORT COMPLAINT 202117191 Metropolitan Thames Valley Housing 5 June 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 […]