Landlords can now complete the Complaint Handling Code Annual Submissions form. More information is available online.

Decisions

All our decisions are published here 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 three 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 type

Complaint Category

Outcome

Tenure

Orders

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Derwent Housing Association Limited (202103153)

This complaint is about: The landlord’s handling of the resident’s complaint of 31 May 2019 regarding her reports of anti-social behaviour (ASB) by her neighbours, fencing and other issues. The resident’s complaint of 16 June 2020 about: How the landlord handled her reports, between 4 June 2019 and 16 June 2020, that she was being harassed by Neighbour A and that her housing officer was treating her less favourably than her neighbours. The lack of progress with regards to the removal of neighbour A’s shed that was overhanging her fence. The landlord advising the resident to remove the fence she had erected alongside Neighbour B’s fence. The landlord’s complaint handling.

Hammersmith and Fulham Council (202107022)

This complaint is about the landlord’s handling of: the repairs to resolve an ongoing leak from the resident’s property into property below the repairs required to the bathroom and kitchen. the resident’s subject access request.

Islington Council (202101745)

The complaint is about: The landlord’s response to the resident’s reports about the windows at the property. The landlord’s complaint handling.

Islington Council (202103136)

This complaint is about the landlord’s handling of kitchen repairs and pest proofing work to the resident’s property.

Leeds City Council (202104606)

This complaint is about the landlord’s handling of the re-plastering and associated works at the resident’s property.

London & Quadrant Housing Trust (202101094)

This complaint is about: The landlord’s handling of the resident’s requests for supporting information about its costs following an increase in her service charge; The landlord’s complaint handling.

Mansfield District Council (202014650)

This complaint is about: The level of redress the landlord awarded in respect of repair issues the resident reported while she was moving into the property; The landlord’s response to reported anti-social behaviour (ASB) from the resident’s neighbour; The landlord’s complaint handling.

Newlon Housing Trust (202103451)

The resident’s complaint is about the landlord’s handling of repairs to the property. The landlord’s complaint handling has also been considered.