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 concerning: Outstanding repairs required to address damp and mould in the property. The level of service and conduct of a member of staff. Queries in relation to a possible temporary or permanent move from the property. The associated complaint.
The complaint is about: The landlord’s handling of repair works following burst pipes and flooding. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Defect repairs to the resident’s property. The associated complaint.
The resident’s complaint is about the landlord’s: Handling of repairs: Arising from a leak in the bathroom, and the subsequent associated repairs she requested to floorboards, flooring (including carpets), the bath, ceilings and a cupboard on the floor below; To the back doors; To a bedroom window; To her garden path, and the brickwork on the ground in front of her property; To her garage; Response to her enquiry regarding responsibility for her garden fences; Response to her reports of pests originating from a neighbouring property; Handling of the associated complaints.
The landlord’s handling of the resident’s reports of outstanding repairs. The landlord’s record keeping has also been investigated.
The complaint is about the landlord’s handling of: Reports of disrepair to the windows and condensation causing mould growth and high internal temperatures. The resident’s associated complaint.
The complaint is about the time taken by the landlord to resolve defects in the kitchen and bathroom. The Ombudsman also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s; Request to replace a door; Reports of outstanding repairs; Reports of an overgrown tree; Enquiry about a kitchen refurbishment. This report will also assess the landlord’s: Complaint handling; Record keeping.
The complaint is about the landlord’s handling of the resident’s: Right-to-Buy application. Requests for reasonable adjustments. Reports of damp and mould, loss of heating and hot water, and lack of insulation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the way the landlord handled the resident’s: Rent arrears; Concerns about contractor visits; Personal data following a cyber incident; Complaint. This report will also assess the landlord’s record keeping.