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 repairs service provided by the landlord. The landlord’s actions in response to Occupational Therapist adaptations to the property. The landlord’s response to the resident’s request for a decant. The landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s concerns about external works to the resident’s building; complaints handling.
The complaint is about the landlord’s response to the leaseholder’s request for a refund of service charges for communal cleaning services.
The resident’s complaint is about the landlord's handling of repairs to the intercom system, its calculation and administration of the service charge, its communication about the customer service charge.
The complaint is about the landlord’s response to the complainant’s concerns about how it terminated her tenancy. The Ombudsman has also considered the landlord’s communication and overall treatment of the complainant throughout the period of the complaint.
The resident’s complaint is about the landlord's handling of repairs to the kitchen taps of the property and her complaint about the conduct of the contractor undertaking the repair.
The complaint is about the landlord’s: Response to the resident’s reports that her neighbour had removed her washing line from a communal area. Response to the resident’s reports of alleged anti-social behaviour by her neighbour. This investigation has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: response to the resident’s request for a pathway to be replaced in her garden; response to the resident’s request for a like-for-like replacement front door; response to the resident’s concerns regarding the behaviour of a staff member; complaints handling.
The complaint is about the landlord’s handling of regeneration works to the building and estate including: The provision of information about and notice of the works. The loss of allocated disabled parking bays. The commencement of works to construct a new block prior to the works being completed to the resident’s block. The management and mitigation of the impact from noise, dust and vibrations from the work. The provision of decant accommodation. The fire risk assessment. Access for emergency vehicles. The resident has also complained about the landlord’s handling of a service charge query. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's response to the resident’s concerns regarding the removal of fencing installed in an open space next to the property.