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.
This complaint is about: How the landlord handled the resident’s permanent move. How the landlord handled estate and building management. How the landlord supported the resident during her move. How the landlord dealt with reports of staff misconduct.
The complaint is about the landlord’s: Handling of the leaseholder’s reports of leaks into her property which led to internal damage. Complaints handling.
The complaint is about the landlord’s handling of: The resident’s concerns regarding the temperature of the third bedroom within her new-build property. The associated complaint.
The complaint is about the landlord’s handling of: The mutual exchange and associated issues regarding the condition of the property (garden, flooring in the hallway) following the exchange. Its communication regarding the resident’s rent increase. The complaint handling.
This complaint is about the landlord’s handling of: repairs in the resident’s bathroom, and; the associated complaint.
The complaint is about the landlord’s: management of the resident’s rent; handling of soundproofing works and other repairs to the property, including temporary rehousing of the resident; response to the resident’s request for double glazed windows. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: sewage leaking into the resident’s property from the drainage system; and the associated decant.
The complaint is about the landlord’s: Record keeping. Handling of the resident’s reports of damp and mould in the property and the associated decant. Complaint handling.
The complaint is about the landlord’s handling of: Back door repairs; Damp and mould. The Ombudsman has also investigated the landlord’s: Complaint handling; Record keeping.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Complaint handling.