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.
This complaint is about the landlord’s: Response to the resident’s various concerns around the death of a neighbour. Response to the resident’s reports of boiler and sink repairs. Complaint handling. The Ombudsman also considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of the resident’s reports of defects to the main communal entrance door. The landlord’s response to the resident’s reports of anti-social behaviour (ASB) in the communal areas. The landlord’s handling of the resident’s reports of defective communal lighting. The landlord’s response to the resident’s reports of excrement in the lift. The landlord’s handling of the resident’s reports of a hole in the communal ceiling following heating works. The landlord’s handling of the associated complaints.
The complaint refers to the landlord’s: Handling of reports of a flood and upsurge, and the subsequent request for a deep clean. Its complaint handling and compensation offered. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of repairs following a leak in the resident’s kitchen.
The complaint is about: The landlord’s handling of the resident's reports of floods into their property, due to communal drainage issues. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of repeated leaks into the property. The Ombudsman has also considered the landlords complaint handling and record keeping.
The complaint is about the landlord’s: Decision to move a wall in the property, including the lack of notice and financial impact of this. Response to the resident's reports that he did not have to pay service charges until defects were resolved. Response to a request to buy back the property. Handling of reports of an issue relating to pet ownership. Handling of the complaint.
The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s complaint handling.
This complaint is about the landlord’s handling of: The resident’s rehousing request. The resident’s reports of noise disturbance and related nuisance from neighbours. The resident’s rent arrears.
The resident’s complaint was about: The landlord's response to the resident's reports of water ingress into his flat from a roof garden, resulting in damage, damp and mould. The Ombudsman will consider the landlord’s complaint handling.