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Decisions

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.

Date

(date from format: mm/dd/yyyy)
(date to format: mm/dd/yyyy)

Landlord Name

Landlord type

Complaint Category

Outcome

Tenure

Orders

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Camden Council (202004368)

The complaint is about the resident’s reports concerning the landlord’s: Offer of compensation to settle a legal disrepair claim. Consideration of a request for a refund of the social sector size criteria (bedroom tax) while the landlord carried out repairs in 2018 to 2019. Delays in carrying out repairs to remedy damp and mould in the property in 2018 to 2019 that were agreed through her legal disrepair claim. Handling of her subsequent report of damp in the property in 2021. Handling of the associated complaint. This investigation has also considered the landlord’s approach in connection to the resident’s vulnerabilities that the landlord was made aware of.

Clarion Housing Association Limited (202008234)

  REPORT COMPLAINT 202008234 Clarion Housing Association Limited 30 October 2023   Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]

London & Quadrant Housing Trust (L&Q) (202117419)

The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance, antisocial behaviour (ASB), and harassment. The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s complaint handling and the landlord’s decision to offset compensation paid to the resident against rent arrears.

Notting Hill Genesis (NHG) (202123801)

This complaint is about the landlord’s: Response to the resident’s request for a copy of its reasonable adjustment policy. Response to the resident’s vulnerability and reasonable adjustment concerns. Handling of the associated complaint.

Onward Homes Limited (202216740)

The complaint is about the landlord’s handling of: the resident’s concerns about the quality of the grounds maintenance service and the associated enquiries about her service charges; the complaint.

Origin Housing Limited (202220930)

  REPORT COMPLAINT 202220930 Origin Housing Limited 30 October 2023   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. […]

Sanctuary Housing Association (202205192)

The complaint is about: The landlord’s response to the resident’s reports of health concerns following a fire in the bin store.   The landlord’s response to the resident’s reports of a smoke odour affecting her property and belongings. The landlord’s response to the resident’s request to move out of the property due to reported smoke damage to her property. This Service has decided to consider: The landlord’s communication with the resident. The landlord’s complaint handling.

South Tyneside Council (202126406)

The complaint is about the landlord's response to the resident’s: Concerns about being rushed to take up the tenancy of the property. Reports about the condition of the property upon letting. Concerns about the handling of the outstanding repairs and the decant. Reports of damp and mould in the property. Complaint.

Southern Housing Group Limited (202201095)

The complaint is about: The landlord’s handling of complaints about a contractor. The landlord’s response to the resident’s reports of creaking floorboards. This Service has also investigated the landlord’s complaint handling and the level of compensation offered.