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 handling of: The resident’s reports of ongoing leaks and water ingress into her property from the flat above. Communication with the resident about the repairs. The resident’s reports of antisocial behaviour (ASB) from the neighbour.
REPORT COMPLAINT 202308173 Home Group Limited 19 December 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
The complaint is about: The landlord’s handling of the resident’s request for storage space for her mobility scooter. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s request for information about his service charge.
The complaint is about the landlord’s handling of the resident’s request to replace the windows. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of a roof leak, damp and mould.
The complaint is about the landlord’s handling of: Reports of a leak and damp and mould. Concerns about staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of the resident’s: Reports that the drain servicing the ground floor toilet was blocked. Associated formal complaint.
The complaint is about: The landlord's response to the resident's request for a refund of his service charge. The landlord's response to the resident’s report of faulty lighting in the communal areas of his block. The landlord's complaint handling.