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 concerns about the condition of the property when he moved in and its decision not to undertake any further work. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord's response to the resident's concerns about the condition of the property following a mutual exchange. The landlord's handling of repairs to the property. The landlord's communication about a rent increase. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: The standard of the garden maintenance. The conduct of the landlord’s gardeners. This Service has also considered the landlord’s handling of the complaint.
The resident complains about the landlord’s handling of her reports of noise nuisance and antisocial behaviour.
The complaint is about the landlord’s response to the resident about: a request for support with her energy supplier. the support it offers, an energy visit and a request for repairs to take place after 2.30pm. its complaint handling.
The complaint is about the landlord’s responses to the resident’s concerns about: her Housing Moves application, including queries about a mutual exchange. a leak under the kitchen sink. an issue with the guttering. a back door which was in disrepair. the contractors used by the landlord for repairs. lift repairs. staff turnover. complaint handling, including the level of service and communication. As part of this investigation, the Ombudsman has also looked at the landlord’s approach to knowledge and information management.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Handling of associated remedial works, including the time taken to arrange temporary accommodation. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of property adaptations. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The resident’s complaint is about the landlord’s response to his reports of anti-social behaviour (ASB) and a neighbour’s reports of ASB about the resident. The Ombudsman will consider the landlord’s complaint handing.
REPORT COMPLAINT 202204756 Sovereign Housing Association and Network Homes (Formerly Sovereign Housing) 31 January 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]