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: Communication about damp, mould, and condensation during the resident’s mutual exchange. Handling of repairs following the mutual exchange including damp and mould.
The complaint is about: The landlord’s handling of leaks, damp, and mould at the resident’s property. The landlord’s handling of the resident’s decant from her property. The landlord’s complaint handling.
This complaint is about the landlord’s: Handling of repairs at the resident’s property. The level of compensation offered.
The complaint is about the landlord’s handling of the resident’s reports about multiple outstanding repairs.
The resident’s complaint is about the landlord’s handling of: the replacement bedroom flooring; the complaint, including compensation offered.
This complaint is about the landlord’s handling of: The resident’s reports of repair to the shower seat in her adapted bathroom. The resident’s concerns about the conduct of an operative and a member of its staff. The associated complaint.
The leaseholder’s complaint is about the landlord’s handling of: A loss of heating to the property. His formal complaint.
The complaint is about the landlord’s: Response to the works required in the resident’s bathroom. Complaint handling.
The landlord’s response to the resident’s reports of outstanding defects to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s communication with the resident following damage to the property caused by flooding. The landlord’s response to the resident’s request to be reimbursed for damage caused to her personal belongings. The associated complaint handling.