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 in respect of its acknowledged failings in responding to the resident’s reports of a leak at the property. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of a pest infestation, and the repairs required to resolve the issue.
The complaint is regarding: The landlord’s handling of a repair to the resident’s toilet. The landlord’s response to the resident’s reports of a leak coming through his bedroom window.
The complaint is about the landlord’s response to the resident’s concerns about: a leak in her kitchen involving the kitchen sink and the condensation pipe from the boiler; the installation of a new kitchen at her property, including: measurements for an integrated washing machine; damage caused to the resident’s washing machine; additional works required due to missing parts; additional works required to correct unsafe electrical installations; the disposal of debris. The Ombudsman has also identified concerns about the landlord’s complaints handling which has been included as part of this investigation.
The complaint is about the landlord’s decision to charge rent for the property up until August 2020.
The complaint concerns the landlord’s: response to the resident’s complaint about an increase in their service charges. handling of the rent and service charge account. complaint handling.
This complaint is about the landlord’s handling of: the resident’s request for an EWS1 form; the related complaint.
The complaint is about: the landlord’s response to the resident’s reports of anti-social behaviour (ASB). the landlord’s response to the resident’s reports of paying for services not provided by the landlord. The landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s reports of various repairs namely: A fault with a dimmer switch in the lounge of the property. Wooden panels being removed in the communal area. A boiler repair. The resident’s concerns about: The colour of gas pipes and marks near those pipes. The communal lights. Pigeons. The landlord’s delayed response to his letter of 5 February 2020. The resident’s concerns about its response to: A request for a gas safety certificate. His assertion that he had not spoken to a named person with regard to the fire door replacement. The quality of its service centre and its opening hours. Complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: delays to information relating to the increased electricity costs as part of the service charge; the apportionment of electricity costs between properties in the block; information provided when moving into the property, including the following: that the property did not have a separate electricity meter; that the resident was required to contribute to the service charge deficit for the year prior to him moving into the property; delays to the installation of a smart meter at the block; calculation of the service charge.