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 concerns about delays in its provision of her finalised service charge accounts. Response to the resident’s concerns about the standard of services provided under the service charge agreement. Handling of the associated complaint.
The resident’s complaint is about the landlord’s: Response to her reports of a leak in the property; Handling of the associated complaint.
The complaint is about the landlord’s handling of: repairs to the lifts. the resident’s report of a missed survey appointment for a new boiler. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s rent arrears. Response to the resident’s concerns about staff conduct. Handling of repairs to a toilet. Complaint handling.
This complaint is about the landlord’s: Handling of its concerns about clutter in the resident’s home. Response to the resident’s complaint about the cost and efficiency of his heating system.
The complaint is about the landlord’s handling of the resident’s concerns about: Trees behind a boundary fence. The side patio retaining water. The size of the driveway. The condition of the kitchen countertop. The resident has also complained about the landlord’s handling of their complaint.
The complaint is about the landlord’s response to: The resident’s reports of a defective patio door. The resident’s concerns about the garden fence. The resident’s reports of a loss of hot water.
The complaint is about the landlord’s handling of: damp and mould in the property. a rent review in February 2024. lost or stolen personal possessions whilst they were in storage. a managed move application. further and additional repairs to the property and common parts. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: An unauthorised structure in the neighbour’s garden. Anti-social behaviour (ASB).
The complaint is about the landlord’s handling of: A refit of the resident’s kitchen. A refit of the resident's bathroom. Reports of damaged and missing items. The Ombudsman has also investigated the landlord’s: Record keeping. Complaint handling.