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.
The complaint is about the landlord’s handling of the resident’s reports of a leak from the roof, and the associated damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The landlord’s handling of the resident’s: Request for a refund of rent overpayments. Correspondence from 29 August 2023 onwards.
The complaint is about the landlord’s handling of: The resident’s request for the removal of her phone number from the landlord’s system. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about the safety and security of the communal bin stores. Associated complaint.
The complaint is about the landlord’s handling of: Reports of damp, mould, and a roof leak. The associated complaint. The Ombudsman has also considered the landlord’s record keeping.
This complaint is about the landlord’s response to: The resident's reports of repairs to their bathroom. The resident’s concerns that the communal gardens and bin areas were not being regularly maintained and fly tipping. The resident’s concerns about the standard of the communal cleaning at their block. This complaint is also about the landlord’s handling of the associated complaint.
The resident’s complaint is about the landlord’s handling of the installation of an additional handrail/banister on a communal staircase.
The complaint is about the landlord’s handling of: The resident’s concerns about maintaining the shared lawn. The resident’s reports of his neighbour leaving rubbish in the shared garden. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of the resident’s direct debit payments. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Faults with the storage heaters and the time taken to replace them. Damp and mould and associated repairs. We have also considered the landlord’s complaint handling.