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 response to the resident’s concerns about its administration of his tenancy, including his rent account. The level of service provided to the resident by the landlord’s customer service hub. The landlord’s handling of the resident’s complaint.
The complaint is about the condition of the property at the start of the tenancy.
The complaint is about the landlord’s handling of the resident’s: Request to disconnect his property from the communal heating system. Request for it to waive heating charges. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: a bird infestation in the resident’s property. the resident’s decant. a heating and hot water repair. The Ombudsman has also investigated the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s: Handling of outstanding repairs in the property. Handling of damp and mould in the property. The Ombudsman has also investigated the landlord’s handling of the complaint, including the level of compensation offered.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour. The resident’s reports of cracks in the wall. The resident’s reports of repairs required to the communal front door.
The complaint is about the landlord’s: Handling of reports of a rodent infestation. Response to a request for temporary housing. Complaint handling. Record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs, and the associated decant. Complaint.
The complaint is about the landlords handling of: The resident's reports related to the supply of hot water after it was turned off following a leak into the flat below her. The renewal of the radiators and associated pipework. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a rodent infestation in the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.