Read our damp and mould report focusing on Awaab's Law

Decisions

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.

Date

(date from format: mm/dd/yyyy)
(date to format: mm/dd/yyyy)

Landlord Name

Landlord type

Complaint Category

Outcome

Tenure

Orders

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Anchor Hanover Group (202303691)

The complaint is about: The landlord’s administration of the service charge account, including the bank account arrangements. The landlord’s handling of the programme for replacing residents’ front doors. The landlord’s handling of repairs and maintenance on the estate prior to the transfer of management, including the resident’s reports of fire safety issues. The resident’s report of the landlord’s refusal to fund new equipment, including garden furniture and items for the guest room. The resident’s report of delays in the landlord providing information and funds as part of the transfer of responsibility for managing the estate.  The landlord’s handling of the associated complaints.

Anchor Hanover Group (202306635)

The complaint is about the landlord’s handling: of the resident’s reported issues about: a rodent infestation. his bay window repair. food being thrown within the external communal areas. an interference with his parcel delivery. of the resident’s decision to decline to meet with it and its subsequent request to access his home for a repair matter. The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.

Aster Group Limited (202327751)

The resident’s complaint is about the landlord’s handling of: Mould in her shower room. Her request for a management transfer.

Birmingham City Council (202221487)

The complaint is about: The landlord’s response to disruption caused the resident, including loss of broadband and telephone services, during refurbishment works in the property below. The landlord’s handling of the resident’s complaint.

Bristol City Council (202336708)

The complaint is about the landlord’s handling of: The resident’s concerns about temporary accommodation and rehousing options offered to her, following a fire at the property. The ending of the resident’s tenancy. The resident’s concerns about fly-tipping in the garden. The resident’s request to access her property following a fire at the property. The associated complaint, including the resident’s request for compensation.

Castles & Coasts Housing Association Limited (202233852)

The complaint is about the landlord’s: handling of enquires about quotations needed for major roof works. response to a request that a Section 20 consultation take place for the works. communication regarding a referral to the First Tier Tribunal (FTT) to rule on the resident’s dispute.

Clarion Housing Association Limited (202334904)

The complaint is about: The landlord’s handling of repairs in the property. The landlord’s response to reports of leaks, damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.

Dover District Council (202306500)

The complaint is about: The landlord’s response to the resident's concerns about threats of eviction. The landlord’s response and handling of the resident’s reports about antisocial behaviour (ASB). The landlord’s response to the resident’s concerns about property condition. The landlord’s response to the resident’s concerns about outstanding repairs. The landlord’s response to the resident’s reports about damp and mould, and its handling of associated repairs. The landlord’s response to the resident’s reports about asbestos. The Ombudsman has also considered the landlord’s complaint handling.

Gentoo Group Limited (202324287)

The complaint is about the landlord’s handling of the resident’s reports of overgrown trees. The Ombudsman has also considered the landlord’s complaint handling.