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 request for reimbursement of her expenses when experiencing a backflow of waste in June 2020. The landlord’s handling of external repairs to a hole outside the property. The landlord’s handling of the associated complaint.
This complaint is about the landlord’s decision to apply a mould treatment to the felt in the loft rather than replace it.
The complaint is about the landlords handing of reasonable adjustments and general site management during external improvement works to the resident’s property.
The complaint is about: The landlord’s pruning of trees in communal areas during the summer. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for adaptions to their property.
This complaint is about the landlord’s response to reports of defects in the doors and windows of a new build house. The Ombudsman has also decided to consider the landlord’s complaint handling as part of this complaint. Although this was not addressed directly in the landlord’s internal complaint procedure, paragraph 44 of the Housing Ombudsman Scheme allows the Ombudsman discretion to consider such issues based on the evidence of failure presented.
The complaint is about the landlord’s handling of the resident’s queries regarding her rent account and her request for a refund. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s dissatisfaction with the major works (external paintwork). Decision to offset the credit on the resident’s service charge account against outstanding major works charges without informing the resident. Handling of the roof replacement. Complaint handling.
The complaint is about the landlord’s response to the resident’s request to change her tenancy from a joint to a sole tenancy and for a move. The Ombudsman will also consider the landlord’s complaint handling.
This complaint is about: The landlord’s response to a leak at the property. The landlord’s handling of the resident’s complaint. The landlord’s record keeping.