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 of a leak into her property and the subsequent repairs. Response to the resident's request for compensation for items damaged and the resident’s request to be relocated. Handling of the associated complaint.
The resident complains about: The landlord’s approach to repairs during Covid-19 (complaint A). The handling of complaint A (complaint B). A warning the landlord gave about unreasonable behaviour (complaint C). Overall complaint handling and adherence to the Ombudsman’s Complaint Handling Code. The landlord’s unreasonable behaviour policy.
The complaint is about the landlord’s response to the maintenance of trees resulting in an increased service charge.
The complaint is about the landlords handling of the resident’s reports of damp and mould in her property.
The complaint is about the landlord’s handling of: the resident’s reports of bed bugs in his flat. the alleged antisocial behaviour by the resident.
The complaint is about the landlord’s response to the resident’s concerns regarding: its decision to implement contact restrictions; its request for service charge arrears; taking into account her disability when providing services. The Ombudsman has also considered the landlord’s complaints handling, specifically its decision to provide a single response to the resident’s complaints.
The complaint is about the landlord’s response to the residents’ request to change the tenancy from a joint tenancy to a sole tenancy and refund the deposit.
The complaint is about the landlord’s handling of: The issuing of a final warning letter to the resident following her anti-social behaviour (‘ASB’) reports and counter allegations. The resident’s request to be rehoused.
The complaint is about the landlord’s handling of the replacement of the resident’s floor.
This complaint is about: The residents’ allegation their share in the property was mis-sold; The landlord’s response to the residents’ reports that build quality issues caused ongoing damp and mould at the property; The landlord’s complaint handling.