Our decisions are published as part of our commitment to being open and transparent. The decisions are anonymised so residents’ names are not used, but landlords are named. The decisions date from December 2020, and are published 3 months after the final decision date. In some cases, we may decide not to publish a decision if it is not in the resident’s or landlord’s interest or the resident’s anonymity may be compromised. You can read more in our guidance on decisions.
The complaint is about the landlord’s handling of: The resident’s wet room repairs, including shower screen, damp and mould, and flooring. The resident’s reports of the conduct of contractors when carrying out the repairs.
The complaint is about the landlord’s handling of: Information given to the resident about future accommodation. The resident’s dissatisfaction with the local council’s offer of alternative accommodation and the subsequent financial hardship he said he experienced.
The complaint is about the landlord’s response to: the resident’s request for the reimbursement of repair costs. the resident’s request for it to complete outstanding repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s report of flooding from the property above and the subsequent damage.
The complaint is about the landlord’s handling of the resident’s concerns about: Errors on the service charge accounts. The cost of repairing a leaking roof potentially being passed on to him. It not advising him when there were changes to energy charges. Water pooling on a communal walkway as a result of a disconnected drain pipe. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: the resident’s concerns about her rent account. the resident’s complaint.
REPORT COMPLAINT 202324032 Phoenix Community Housing Association (Bellingham and Downham) Limited 12 May 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
The complaint is about: The landlord’s handling of the resident’s request for her roof to be replaced. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of damp and mould and subsequent repair works at the resident’s property.
This complaint is about the landlord’s response to the resident’s: Reports of ongoing issues with the windows and doors at her property. Concerns about the conduct of a member of its staff. This complaint is also its handling of the associated complaint