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 response to the resident’s: Concerns of administration and calculation of service charge actuals and monitoring of the quality of works. Concerns of reasonableness of services charges for the services provided, increase of service charges, and lease variations. Request to be refunded for service charges. The landlord’s communication and complaint handling. The landlord’s knowledge and information management.
The complaint is about: The condition of the property at the start of the tenancy. The landlord’s handling of the decant process. The landlord’s handling of ongoing repairs and the conduct of its staff. The landlord’s handling of the resident’s complaint.
The resident’s complaint is about the landlord’s response to: The resident’s reports of issues with bin store maintenance. The resident’s reports of drug dealing from a neighbouring property. The resident’s concerns about communal window cleaning and grounds maintenance. The resident’s request that the landlord remove signage from the building and for repairs and redecoration to a cupboard ceiling. The Ombudsman will also consider the landlord’s complaint handling.
The complaint is about the landlord’s response to reports of damp and mould.
The complaint is about: Information provided during the sales process. The landlord's handling of the resident’s reports about repairs. The Ombudsman investigated the landlord's handling of the associated complaint.
This complaint is about the landlord’s handling of: Reports of a leak into the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the building following a burglary. The resident’s request for it to provide CCTV footage to the police. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s response to the resident’s reports that she was experiencing noise nuisance and antisocial behaviour (ASB) from her upstairs neighbour. The landlord’s handling of the resident’s transfer request. The landlord’s complaint handling.
The complaint is about the landlord’s: Communication about cyclical works. Complaint handling.
This complaint is about: The condition of the property when the resident started her tenancy. Problems with damp and mould. The landlord’s handling of the resident’s antisocial behaviour reports. The landlord’s handling of general repairs in the resident’s home. The resident’s view that the landlord had harassed, victimised and intimidated her.