Leicester City Council (202407619)
The complaint is about the landlord’s response to the resident’s: Request for a key fob. Reports of antisocial behaviour (ASB). Reports of suspected lodgers living at neighbouring properties. Associated complaint.
Decisions
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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.
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London & Quadrant Housing Trust (202434694)
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
London Borough of Barnet (202410299)
This complaint is about the landlord’s response to repairs to the balcony door.
London Borough of Hackney (202404637)
The complaint is about the landlord’s handling of: Repairs to the resident’s window. The complaint. The landlord operates a 2 stage complaints process. Its policy says it will provide a stage 1 response within 10 working days, and a stage 2 response within 20 working day. The landlord’s compensation policy says compensation may be appropriate for any significant breach of its complaints policy, but specifically if there is a delay in responding to a complaint at stage 1 or stage 2 without proper communication or agreement of an extension with the resident in line with its complaints policy. The landlord appropriately provided its stage 1 response within the agreed timescales in its policy. Following the resident’s escalation on 18 March 2024, it advised it would provide its response within 20 working days. It then requested 2 extensions to provide its response on 17 April 2024 and 15 May 2024. It was appropriate that it kept the resident informed about the delays in its response. The landlord also appropriately acknowledged the delay in its complaint response. It apologised and offered the resident compensation around the delay in its response. Its actions were in line with its complaints policy and its falls within a service failure finding. These are findings we would make where there was a minor failure by a landlord in the service it provided, and it did not appropriately acknowledge the failing or fully put it right. Based on the landlord’s appropriate actions around the delay and looking to put things right, we find that there was reasonable redress.
Notting Hill Genesis (202404192)
The complaint is about the landlord’s: Response to the resident’s reports of a loss of heating and hot water. Complaint handling.
Onward Homes Limited (202419128)
The complaint is about the landlord’s handling of: The resident’s reported water leaks and damage caused; the associated complaint.
A2Dominion Housing Group Limited (202342027)
This complaint is about how the landlord handled works to the resident’s building, including: Cyclical works. External repairs. We have also considered how the landlord handled the resident’s complaint.
Harlow District Council (202435429)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and fly-tipping by a neighbour. The Ombudsman will also investigate the landlord’s handling of the resident’s most recent complaint.
London & Quadrant Housing Trust (202422078)
The complaint is about the landlord’s handling of repairs and blockages to the resident’s toilet.
Newlon Housing Trust (202401967)
The complaint is about: The landlord’s handling of the resident’s request to move. The landlord’s handling of the resident’s complaint.