We publish decisions as part of our commitment to being open and transparent.
Decision reports do not include residents’ names, but we name landlords. They date from December 2020, and we publish them 3 months after the final decision date.
In some cases, we will not publish a decision if it is not in the resident’s or landlord’s interest. Or if we will compromise the resident’s anonymity. You can read more in our guidance on decisions.
REPORT COMPLAINT 202343170 Believe Housing Limited 24 April 2025 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 landlord’s responses to the resident’s complaint about: His concerns with the new communal heating system. The quality of the new windows installed during the refurbishment of the building.
The complaint is about the landlord’s handling of the resident’s reports of: a leak into the property; faulty lighting.
The complaint is about the landlord’s handling of the resident’s: Concern that a recording device was installed in his bathroom without his notice. Associated formal complaint and the level of compensation offered.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for repairs to her garden. Query about gifting of items to residents. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident's service charge administration. The level and reasonableness of the resident’s service charges. The landlord’s complaint handling.
The complaint is about: The landlord placing a warning marker about the resident on its systems. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s report of water ingress. We have also considered the landlord’s complaint handling.
The complaint is about how the landlord handled the granting of the resident’s starter tenancy.
The complaint is about the landlord’s: Response to the resident's concerns about the operation of windows and a lack of ventilation. Complaint handling.