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 level of compensation offered by the landlord following acknowledged service failures in relation to roof repairs at the resident’s property. The landlord’s response to the resident’s reports about a tap repair has also been investigated.
The complaint is about the landlord’s response to the resident’s reports about:
The complaint is about the landlord's decision not to replace the resident’s living room and kitchen flooring damaged by flooding.
The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance and antisocial behaviour (ASB) from his neighbour. The landlord’s handling of the associated complaint.
The complaint is about the landlord erroneously changing the locks at the property and its subsequent investigation of the error. The complaint is also about the landlord’s complaint handling.
The complaint is about the landlord’s decision to issue a notice to the resident to remove items that he had stored in the communal cupboard when he previously had been permitted to use this, and its enforcement of this policy across all of the communal areas.
The complaint is about the landlord’s response to the resident’s reporting of: Several repairs issues. A rodent infestation.
The resident’s complaint is about: The conduct, behaviour and comments by landlord staff made to her when visiting her property, with or without prior notice. Window repairs. Bathroom heating. The landlord’s response to damp and mould reports. Repairs to her front path. The front door is not to her agreed specification. Reports of antisocial behaviour (ASB) made against her by a neighbour have not been addressed. The landlord’s complaint handling.
The resident complains about: the landlords handling of data protection, the quality of the call transcripts and the advice provided about call recordings in relation to his Subject Access Request (SAR). how the landlord handled his reports of the faulty water pump and the subsequent pump replacement. how landlord staff have handled the overall case. the landlord’s handling of the resident’s complaint.
The complaint concerns: How the landlord handled repairs to the resident’s property following his reports of damp and mould. How the landlord handled the resident’s request to be rehoused. The handling of the formal complaint.