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 concerns about: his application to purchase a property through the right to buy scheme; disrepair at his property, including a pest infestation, damage to the walls, and damp and mould; the landlord’s handling of his decant into temporary accommodation; his request for a property transfer. The Ombudsman has also identified that the landlord’s complaints handling requires investigation.
The complaint is about the landlord’s response to the resident about damaged door handles and its obligation to repair or replace them.
The complaint is about the landlord’s handling of the resident’s request for a management move.
The resident complained about: How the landlord handled concerns he raised about repairs to:
The complaint is regarding the landlord’s: Handling of the resident’s reports of a leak in the property. Response to the resident’s reports of mould in the property. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould. The Ombudsman has considered the landlord's handling of this complaint. The Ombudsman has also considered the landlord's record keeping.
The resident’s complaint is about: The landlords handling of the resident’s dissatisfaction with the standard of communal cleaning. The landlords handling of the resident’s dissatisfaction with the grounds maintenance contract. The landlord's handling of the resident’s complaint and level of redress offered. The level of increase in service charges.
The complaint is about the landlord’s responses to: Repairs in the property. Reports of intermittent heating and hot water.
This is about the landlord’s handling of the residents request for an explanation of the difference between the estimated and actual charges for the financial years 2017/18, 2018/19 and 2019/20.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB) reported up to 19 March 2021; handling of the resident’s reports of ASB reported after 19 March 2021; response to the resident’s concerns that the landlord’s staff racially discriminating against her; complaint handling. The reports also examines the landlord’s consideration of the resident’s vulnerabilities.