Citizen Housing (202408800)
The complaint is about the landlord’s handling of damp and mould at the property. The Ombudsman has also considered the landlord’s complaint handling.
Decisions
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.
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East Devon District Council (202408160)
The complaint is about the landlord’s handling of repairs to the guttering at the property. The Ombudsman has also investigated the landlord’s complaint handling.
GreenSquareAccord Limited (202427767)
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). This Service has also considered the landlord’s handling of the complaint.
Haringey London Borough Council (202302313)
The complaint is about the landlord’s handling of the resident’s reports of repairs to the communal roof.
Metropolitan Thames Valley Housing (MTV) (202409390)
The complaint is about the landlord’s response to the resident’s: Reports of a roof leak. Associated complaint. We have also considered the landlord’s record keeping.
Newcastle City Council (202401861)
The complaint is about the landlord’s handling of: The resident’s reports of repairs in respect to bathroom cladding, a back door, skirting boards, worktops and internal doors. The resident’s further repairs reports about the roof, water ingress, mould treatment, a kitchen cupboard, cracks, a tree growing from under the property, door issues, window issues, follow-on bathroom works, the porch ceiling, replacement of windows that were not safety glass, fence and gate issues, loft issues, and replacement of a living room radiator. The resident’s vulnerabilities and support needs. The complaint.
Paragon Asra Housing Limited (202216244)
The complaint is about the landlord’s handling of: Repairs to the resident’s boiler. Remedial repairs. The complaint. The landlord operates a 2 stage complaints process. It says it will acknowledge both stage 1 and 2 complaints within 5 working days. It will provide a stage 1 response within 10 working days and a stage 2 response within 20 working days. Its complaints policy adopts our definition of a complaint and says it is an expression of dissatisfaction, however made, about the standard of service, or lack of action by the organisation. Within her complaint the resident raised concerns in relation to human rights. The landlord did not address this issue within its responses and this was unreasonable. The landlord provided its stage 1 response 3 working days late. There is however no evidence that this caused the resident significant distress. The resident then raised expressions of dissatisfaction with the landlord between November 2022 and December 2022. The landlord has not shown that it recognised these and this was unreasonable. We would expect it to deal with any new issues as a stage 1 complaint or escalate the resident’s current complaint if dissatisfaction related to ongoing concerns raised in the stage 1 response. Its failure to recognise and respond to the expressions of dissatisfaction promptly were not in keeping with its policy. The resident then escalated her complaint formally on 18 May 2023. The landlord has not shown that it acknowledged the resident’s complaint within a reasonable time and this was unreasonable. It then provided its response over 2 months late. The delay was unreasonable and not in keeping with its policy. The landlord acknowledged the delay in its complaint response and apologised. It offered the resident £50 to put things right. While this goes some way in putting things right, we do not believe it goes far enough. This is because we do not believe it appropriately reflects the length of the delay, nor does it consider its failure to recognise the resident’s expressions of dissatisfaction. Based on this we find that there was maladministration. We order the landlord to pay the resident additional compensation.
Southern Housing (202313985)
The complaint is about the landlord’s: Handling of repairs to a shutter. Response to the resident’s reports of damp and mould in the property’s living room. The Ombudsman has also investigated the landlord’s complaints handling.
Southern Housing (202405356)
The complaint is about the landlord’s handling of the repairs to a fence.
Sovereign Network Group (202418190)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould at his property. The associated complaint.