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: outstanding repairs to the property. a telephone call on 26 and 28 April 2022 regarding the rent account. The landlord’s complaint handling has also been investigated. The landlord’s knowledge and information management has also been investigated.
The complaint is about the landlord’s: Response to the resident’s reports of leaks. Handling of repairs to the resident’s kitchen.
The complaint is about the landlord’s handling of the resident’s requests for information, after receiving an increased service charge bill. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s concerns about the energy performance of the property including the cost to heat it and condition of the heating system. The landlords handling of the resident’s complaint.
The resident has complained about: the landlord’s handling of reports of issues with estate waste management, including its handling of littering and fly tipping. the landlord’s handling of her reports of washed laundry on balconies and walkways. the landlord’s handling of her request that all lease and tenancy agreements have consistent terms. the landlord’s handling of the complaint through its internal complaints process.
The complaint is about the landlord’s handling of roof leaks and resultant damage, including ceiling collapse. This service has also considered the landlord’s complaint handling approaches.
The complaint is about the landlord’s handling of: The administration of the resident’s service charge account after he staircased to 100% ownership of the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of Anti-social Behaviour (ASB). Complaint.
The complaint is about the landlord’s handling of: Repairs to the mains water pipe. Water quality concerns. Application of its permissions policy.
The complaint is about: The landlord’s handling of an application for help with water rates, including its communication. The associated complaint.