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.
The complaint is about: The landlord’s response to the resident’s reports about damage to the resident’s possessions. The landlord’s handling of the resident’s reports about damp and mould at the property.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s anti-social behaviour (ASB) reports.
The complaint is about the landlord’s handling of the resident’s: Requests for it to clean and repaint the balcony. Associated complaint.
The resident’s complaint is regarding the landlord’s handling of: Repairs and reports of damp and mould in the property. A move to temporary accommodation. Concerns regarding staff conduct. Concerns regarding damage to personal items/property. The resident’s complaints and the amount of compensation offered. In accordance with paragraph 42.a. of the Housing Ombudsman Scheme, the resident’s complaint relating to the landlord’s handling of her concerns regarding staff conduct are outside of the Ombudsman’s jurisdiction. Paragraph 42.a. states we may not investigate complaints made prior to having exhausted a landlord’s complaints procedure. From the information we have seen, the resident raised concerns over operatives using her toilet while she was living in temporary accommodation. However, this did not form part of the complaint raised in June 2023, or that was escalated to stage 2 in December 2023. We note this behaviour is referred to in a further complaint raised in March 2024 (regarding a visit from a contractor, landlord reference 1034095-N8R3T5). We would advise the resident to complete the landlord’s complaint procedure regarding the new complaint if she remains unhappy with its response.
This complaint is about the landlord’s handling of: The resident’s request for the landlord to write off his arrears because of the anti-social behaviour (ASB) he had experienced. The resident’s request to be rehoused.
The complaint is about the landlord’s: Response to the resident’s reports of repairs. Complaint handling.
The complaint is about the landlord’s handling of repairs to the: external drainage. garden outhouse. We have also considered the landlord’s: record keeping. complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the windows. The associated complaint.
The complaint is about the landlord’s handling of the resident's hot water system repairs and replacement.