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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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Lincoln City Council (202222063)

The complaint is about the landlord’s handling of the resident’s: Reports of a missed appointment to uncap gas at a neighbouring property. Query relating to pets on the homefinder service. Reports of inappropriate responses from staff members. Query regarding the rent arrears procedure. Reports of dog related nuisance in communal areas. Reports of a communal door slamming causing a disturbance. Enquiry about the maintenance of leaves and gutters. Reports of repairs to the kitchen and communication about the kitchen refit. Reports of outstanding repairs to the bathroom including damp and mould. Associated formal complaint.

Livv Housing Group (202402811)

The complaint is about the landlord’s handling of: The resident’s report that it classed her as aggressive. The resident’s requests for repairs to the windows and doors. The resident’s reports of the conduct of the contractors sent to the property. The resident’s dissatisfaction with staff conduct, and its decision to restrict her contact with its staff members. The formal complaint. The resident’s reports that it did not take into account her personal issues when considering the complaint.

London Borough of Brent (202340120)

The compliant is about the landlord’s handling of reports of anti-social behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.

London Borough of Croydon (202318405)

The complaint is about the landlord’s handling of reports about repairs at the property. The Ombudsman has also considered the landlord’s: Handling of the associated formal complaint. Record keeping with respect to the issues.

London Borough of Hackney (202322366)

The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for rehousing due to overcrowding. This report also considers the landlord’s complaint handling.

London Borough of Harrow (202344547)

The complaint is about the landlord’s handling of: the resident’s reports of defective windows. the resident’s reports of repairs required to the roof. the associated complaint.

Onward Homes Limited (202413224)

The complaint is about the landlord’s handling of repairs to the windows and the patio doors, and subsequent damp and mould in the property. The Ombudsman has also investigated the landlord’s handling of the associated complaint.