Read our damp and mould report focusing on Awaab's Law

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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London Borough of Barnet (202403095)

The complaint is about the landlord’s handling of: the resident’s communications with the housing options team. repairs to the boiler. repairs to the radiator. a leak resulting in damp and mould. the resident’s reports of antisocial behaviour (ASB). We have also considered the landlord’s record keeping and complaint handling. We note that there were instances where the complaint investigation ought to have been reasonably aware of certain failures in its handling of the substantive repairs. This has been dealt with earlier in this report, and where applicable, remedies have been applied. Therefore, this section has focused on the procedural elements of the complaint handling. The resident made a complaint on 20 April 2024. The landlord acknowledged the complaint on 24 April 2024. It responded on 9 May 2024, which was 10 working days later. This was appropriate and in line with its policy and the timeframes set out in the Code. The resident escalated his complaint on 10 May 2024. The landlord acknowledged this on 13 May 2024. It issued its stage 2 response on 11 June 2024, which was 20 working days later. This was also in line with its policy and the timeframes set out in the Code. Overall, the landlord answered all elements of the resident’s complaint and tried to provide a remedy where it had found failures. It also responded in a timely manner. Therefore, we found no maladministration in the landlord’s complaint handling.

London Borough of Hackney (202336516)

REPORT COMPLAINT 202336516 London Borough of Hackney 28 April 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]

Notting Hill Genesis (NHG) (202411006)

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The associated complaints.

Places for People Group Limited (202309803)

The complaint is about the landlord’s response to the resident’s reports of damp in the property. The Ombudsman has also considered the landlord’s complaint handling.

Sage Rented Limited (SRL) (202311732)

The complaint is about the landlord’s handling of the impacts on the resident of leaks at the property. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.

Southern Housing (202318776)

The complaint concerns the landlord’s handling of the resident’s reports of a bed bug and mice infestation.

Stonewater Limited (202329440)

The complaint is about the landlord’s handling of: The resident's requests for repairs following a flood. The resident’s request for compensation for damage following a flood.

The Guinness Partnership Limited (202406803)

The complaint is about the landlord’s handling of the resident’s: Request for a new kitchen. Concerns about the condition of the bathroom flooring. Reports of a faulty electric shower. Concerns about window cleaning. The associated complaint.

The Guinness Partnership Limited (202432658)

The complaint is about: The landlord’s handling of the resident’s reports of a roof leak and the associated damp and mould. The landlord’s handling of the associated complaints.