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 queries and concerns around heating bills. Response to some related welfare issues (the resident’s concerns about unfair treatment and his requests for a reasonable adjustment). Complaint handling.
The complaint is about the landlord’s: Handling of the repairs to the resident’s property following a leak from a neighbouring property. Response to the resident’s concerns about the safety of the property’s kitchen ceiling following the leak. Complaints handling.
The complaint is about the landlord’s: handling of repairs to windows and external doors. response to the resident’s request for compensation due to high heating bills. response to the resident’s request for a new kitchen. We have also considered the landlord’s complaint handling.
REPORT COMPLAINT 202309278 Aster Group Limited 19 June 2025 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 reported concerns regarding damage to the roof and chimney, a soil pipe, and a boundary dispute. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s reports of: Leaks into her property from an upstairs neighbour, subsequent damage, and damp issues. Request for an internal housing transfer.
The complaint is about the resident’s concerns about the landlord’s: Communication about service charge payments. Live chat facility. Complaint handling.
This complaint is about the landlord’s handling of: The resident’s reports of leaks, damp, and mould in the property. The resident’s report of subsidence to the kitchen floor. The resident’s request for a replacement front door. The bath replacement. Its communication on the pre-action protocol process and compensation on the issues. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s personal data.