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 response to the resident’s report of a lift breakdown. The landlord’s response to the resident’s concerns about fire safety. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs at the resident’s property. Handling of reports of pest infestation. Decision to offset rent arrears from the resident’s home loss payment. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Leaks into the living room and back bedroom causing damp. The standard of cleaning and maintenance of the communal area. Being charged for maintenance works for storm damage. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s response of the resident’s reports of: Mechanical ventilation issues. Various repairs. Staff conduct. Allegations of antisocial behaviour (ASB) This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: response to concerns about the presence of carbon monoxide; response to concerns about a lack of heating and hot water; complaint handling.
The complaint is about the landlord’s handling of water ingress into the property resulting in damp and mould. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: A personal injury claim by the resident due to delays in the installation of the heating system. Delays installing a heating system, resulting in a loss of heating and hot water at the resident’s property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.
REPORT COMPLAINT 202119661 London Borough of Hounslow 10 January 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. This […]
The complaint is regarding the landlord’s: Sharing of the resident’s personal data with utility companies. Management of the resident’s rent account. Response to the resident’s reports of anti-social behaviour (ASB) being carried out by the Police. This investigation has also considered the landlord’s handling of the complaint.