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 concerns: How the landlord handled repairs to the heating system when the resident moved into the property. The landlord’s decision to decline the resident’s requests to repair a fence and remove a tree stump from the property’s gardens. The associated formal complaint into these matters.
The complaint is about the landlord’s handling of water ingress into the resident’s property.
The complaint is about the landlord’s handling of the resident’s reports of disrepair to her kitchen, and her subsequent request for a kitchen replacement.
REPORT COMPLAINT 202124484 Lambeth Council 19 April 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 case. […]
The complaint is about:
The complaint is about the landlord’s: handling of adaptations required to the resident’s property. handling of the complaint
The complaint is about the landlord’s response to the resident’s reports of a electrical failure in the property on 19 December 2021, a rat infestation, repairs including to his fence, gate, drains and gutters, and the landlord’s response to the resident’s request for an insurance claim form and “environmentally-friendly” additions. The Ombudsman will consider the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident's request for remedial repairs to his property. The issues relating to the resident's rent account and portal access. The associated complaint.
The complaint is about the landlord’s management and handing of: The resident’s request to repair four windows in the resident’s property. The resident’s complaints and the level of compensation it offered for heating costs due to the delay in completing window repairs. The resident’s request for reimbursement of court costs incurred due to legal action taken to recover rent arrears.
The complaint is about the landlord’s response to the resident’s concerns about: the level of service charge for ground maintenance; the standards of ground maintenance.