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 reports of: Anti-social behaviour (ASB) by his upstairs neighbour. Flooding caused by the upstairs neighbour. Repairs caused by the flood and related damp and mould. The landlord’s complaints handling has also been investigated.
The complaint is about: The landlord’s handling of the resident’s reports about not having heating and hot water, and its handling of the resident’s request for a gas boiler. The landlord’s response to the resident’s reports about not having electricity, and the support it provided to enable the installation of an electricity meter. The landlord’s handling of the installation of new flooring. The landlord’s response to the resident’s request for a bathroom and kitchen replacement. The landlord’s handling of the resident’s decant and its response to enquiries about food expenses. The landlord’s response to the resident’s reports about the conduct of its housing manager. The landlord’s response to the resident’s reports about damage to personal belongings following works carried out at the property. The landlord’s handling of a request for information under a subject data access request. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s: response to the resident’s concerns about the installation of windows at his property; complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her property. The associated complaint.
The complaint is about: the landlord’s handling of the resident’s request for a housing transfer. The landlord’s communication with the resident.
The complaint is about: The landlord’s handling of repairs. The landlord’s handling of pest control reports. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of: The resident's reports of rats in her loft. Repairs to the resident's loft and the renewal of the loft insulation. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of domestic abuse and her request for an urgent management transfer to flee the abuse. This investigation also considered the landlord’s handling of the resident’s complaint. This investigation also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: Repairs in the kitchen. The resident's reports of damp and mould in the property and associated bathroom repairs. Record keeping The associated complaint.
The complaint concerns the landlord’s: Handling of repairs. Decision to charge the resident for communal wi-fi. Handling of the resident’s concerns about the concierge service. Handling of reports of a vandalised car in the communal car park. Complaints handling. This report has also considered the landlord’s record keeping.