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 decision to charge the resident rent for a new tenancy during the period the property was uninhabitable although: Adaptations were not complete. It had no hot water or gas supply or gas safety certificate.
The complaint is about the landlord’s: Handling of repairs to the loft area following a roof leak. Decision not to repair or replace the worn roofing felt.
The complaint concerns the landlord’s handling of the resident’s requests for: A rent refund. Proof of permission for home improvements and compensation for the associated costs. The Ombudsman also considered the landlord’s handling of the resident’s related complaint.
The complaint is about the landlord's response to the resident’s: Report of an incorrect EWS1 form . Requests for updates regarding cladding remediation works. Request to buy back his property. Enquiries about increased service charges. Complaint.
The complaint is about the landlord's handling of: Repairs to the communal lift. The resident’s associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs needed to the intercom system. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports that the communal television box needed to be relocated. The blockages to the front external drain. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Requests for tree maintenance. Gate alteration requests. Associated complaint.
The complaint is about the landlord’s handling of: A leaking skylight in the resident’s property. Repairs and maintenance to the communal areas, including: A burst pipe in the basement area. Issues with the communal front door not being secure and the intercom failing. Damp and mould in the communal areas. A smashed window in the bike shed. A fallen down wall in the car park. The general maintenance of the communal areas including the grounds maintenance service, the build-up of leaves in the car park and the communal cleaning service. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs at the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.