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 handling of the resident’s reports of a bed bug infestation in the property. The landlord’s response to the resident’s request for reimbursement of costs incurred during the bed bug infestation.
The complaint is about the landlord’s handling of the resident’s: Reports of kitchen repairs related to pest control issues. Request for a replacement kitchen and bathroom. Associated formal complaint.
The resident’s complaint is about: The landlord’s handling of reports of damp and mould in the resident’s property. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s response to the resident’s report that a caretaker contacted him about rubbish in the communal area. The landlord’s response to the resident’s report that the landlord was obstructive and refused to accept his complaint by phone. The landlord’s response to the resident’s reports that a neighbour was smoking illegal substances. The resident’s reports about a general lack of accessibility in the landlord’s services because he is requested to use online services. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of reports of: Light pollution. Noise transference. Smells in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the installation of a new kitchen. This Service has also considered the landlord’s handling of the complaint.
This complaint is about the landlord’s handling of reports of a lack of loft insulation and the associated complaint.
The complaint is about delays to repairs in the property and the compensation awarded.
The complaint concerns the landlord’s: Response to reports of a rodent infestation. Handling of reports relating to communal repairs and cleaning. Response to reports relating to a bad smell in the bathroom. Handling of the related complaint.
The complaint is about the landlord’s response to the resident’s reports of repairs including taps and pipework; metal sticking out of the bedroom floor; broken guttering; and damp and mould. We have also considered the landlord's complaint handling.