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.
REPORT COMPLAINT 202228567 Sanctuary Housing Association 9 July 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. […]
The complaint is about the level of compensation the landlord offered the resident in relation to its handling of: Various repairs to the windows, doors, plaster, roof and pipework at the property. The complaint handling.
The complaint is about the landlord’s response to the resident’s reports of leaks into her property from an upstairs flat and the subsequent damage caused. The Ombudsman has considered the landlord’s record keeping.
The complaint is about the landlord’s: Response to the resident’s concerns about outstanding repairs and decoration following damp and mould work at the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of required repairs. Complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak, damp, and mould and associated repairs. Associated formal complaint.
The complaint is about: The landlord’s handling of repairs to the communal doors and lifts. The associated complaint handling.
The complaint is about the landlord’s response to the resident’s service charge query.
The complaint is about the landlord’s response to the resident’s: Request to reclassify his property as a 2 bedroom. Communication in relation to the bedroom issue.
The complaint is about the landlord’s handling of: Attempts to carry out a gas safety inspection. Repairs to the property.