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 the landlord’s: Response to various repair issues; Handling of the resident’s vulnerabilities and discrimination concerns; Response to the resident’s request for compensation from the Highways Agency; Complaint handling.
The complaint is about the landlord’s handling of roof and ceiling repairs to address an ongoing leak at the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB), and; handling of the associated complaint.
The complaint is about: the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and subsequent request for a move. the landlord’s complaint handling.
The complaint is about: The landlord’s handling of reports of a faulty shower. The landlord’s handling of the subsequent complaints.
The complaint is about the landlord’s: handling of a rat infestation, and; handling of a neighbour blocking access to the resident’s storage unit. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports about repairs/snagging issues at the property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of errors in the resident’s lease, the landlord’s response to the resident’s reports of domestic violence and of the landlord’s administration and level of communication. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s decision not to escalate the resident’s complaint to stage two of its complaints process.
The complaint is about the landlord’s: response to the resident’s request to remove the gravel from the front of the property; response to the resident’s request to remove a vent from her living room; repairs to the toilet flush; response to the resident’s reports of a leak from the bathroom; complaints handling.