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.
Decision Case ID 202516122 Decision type Investigation Landlord GreenSquareAccord Limited Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background The resident complained that the landlord was not effectively responding to […]
Decision Case ID 202328635 Decision type Investigation Landlord Home Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background There was a fire at the resident’s home. She raised […]
Decision Case ID 202344221 Decision type Investigation Landlord Hyde Housing Association Limited Landlord type Housing Association Occupancy Shared Ownership Date 26 February 2026 Background The lease requires the landlord to arrange buildings insurance and […]
The landlord issued its complaint responses in a timely manner, but its stage 1 response did not clearly set out the scope of its investigation or fully explain its reasoning. Although the landlord acknowledged these failings at stage 2 and offered £50 in compensatory redress, it did not clearly outline the learning identified or how it would embed this to prevent recurrence. We therefore find Service failure in the landlord’s complaint handling but consider the £50 offered to be proportionate redress.
Decision Case ID 202423275 Decision type Investigation Landlord Incommunities Limited Landlord type Housing Association Occupancy Leaseholder Date 26 January 2026 Background The resident lives in a ground floor flat in a 2-storey block. She […]
Decision Case ID 202316664 Decision type Investigation Landlord Kirklees Metropolitan Borough Council Landlord type Local Authority Occupancy Secure Tenancy Date 26 February 2026 Background The resident had a long-standing damp problem in her […]
Decision Case ID 202442332 Decision type Investigation Landlord Legal and General Affordable Homes Limited Landlord type For profit Occupancy Assured Shortlhold Tenancy Date 26 February 2026 The resident complained to the landlord about how […]
Decision Case ID 202338791 Decision type Investigation Landlord LiveWest Homes Limited Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background The resident is unhappy that, despite repairs carried out by […]
The landlord did not conduct a sufficiently thorough investigation at stage 1 and failed to acknowledge or appropriately respond to the resident’s escalation request. The complaint process was protracted, lacked clear oversight, and required the resident to repeatedly chase. It also failed to provide a clear plan to bring matters to a timely and lasting resolution. Although the landlord identified generalised learning, it did not set out what steps it intended to take to prevent similar failings in the future.
Decision Case ID 202438161 Decision type Investigation Landlord London Borough of Barking and Dagenham Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 26 February 2026 Background The resident’s property is […]