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 the landlord’s administration of the service charge account, specifically in respect of charges for communal works which were added to the 2018 service charge and were not needed and did not go ahead.
The complaint is about: The landlord’s response to the resident’s reports of a leak and resulting mould in the bathroom of his property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s request for: A kitchen and bathroom refurbishment; and Repairs required to her bathroom. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint concerns an increase in service charges.
The complaint is about the landlord’s handling of the resident’s complaint concerning a heating inspection at his home.
The complaint refers to the landlord’s handling of: communal cleaning at the resident’s property. the resident’s Subject Access Requests. The resident’s concerns about the landlord’s decision to issue a single point of contact arrangement. the associated complaint.
The complaint refers to: The landlord’s handling of the letting of the property to the resident in October 2019. The landlord’s response to the resident’s concern that the feedback survey he had completed in November 2019 had been altered by a member of the landlord’s staff. The resident’s concern about the arrears recovery action taken by the landlord at the end of his tenancy. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to:
REPORT COMPLAINT 202108164 EMH Housing and Regeneration Limited 16 September 2021 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 landlord’s: Handling of a leak and the associated remedial repairs. Response to the resident’s request for compensation for the carpet, which was damaged by the leak.