Decisions

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.

Date

(date from format: mm/dd/yyyy)
(date to format: mm/dd/yyyy)

Landlord Name

Landlord type

Complaint Category

Outcome

Tenure

Orders

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Hyde Housing Association Limited (202218155)

The complaint is about: The landlord’s response to the resident’s reports regarding the air source heat pump and solar panels. The landlord’s handling of water penetration into the property. The landlord’s response to the resident’s request for compensation for the two-week period that the property did not have insulation. The landlord’s response to the resident’s report of damage to the front garden. The Ombudsman has also considered the landlord’s complaint handling.

Incommunities Limited (202219765)

The complaint is about the landlord’s handling of the resident’s concerns about: Repairs required to her home as part of a legal claim, including to resolve damp and mould and woodworm.  The conduct and workmanship from its staff, contractors, and subcontractors during a replacement of her kitchen and bathroom. Injury to health, damage to personal belongings, and other financial loss experienced as a result of the works. Outstanding repairs prior to the tenancy beginning.  A leak from the first floor of her home. The Ombudsman has also considered the landlord’s record keeping.

Lambeth Council (202217300)

The complaint is about the landlord’s handling of repairs to the bathroom. The Ombudsman has decided to investigate the landlord’s complaint handling.

London & Quadrant Housing Trust (L&Q) (202206101)

The complaint is about: The landlords response to the residents reports of anti social behaviour (ASB). The landlords response to the residents concerns over the fire safety of her property. The landlords handling of the associated complaint.

Metropolitan Thames Valley Housing (MTV) (202227690)

The complaint is about the landlord’s response to the resident’s: Reports of repairs required to the bathroom and toilet. Reports of repairs required to kitchen door where mice entered property. Associated formal complaint.

Midland Heart Limited (202121105)

The complaint is about the landlord’s handling of the resident’s requests: That the cleaners stop using bleach or strong chemical cleaning products in the communal areas outside her home. To be notified when communal works are to be completed, including gardening, window cleaning, and repairs. To be informed on what pest control measures the landlord was using and for it to stop using these measures, as she feels it is cruel and potentially harmful. The Ombudsman has also considered the landlord’s handling of the complaint.

One Housing Group Limited (202224679)

The complaint is about the landlord’s handling of: The resident’s reports of leaks to the property and subsequent damp and mould. The Ombudsman has also investigated the landlord’s complaint handling and communication with the resident.

Ongo Homes Limited (202219039)

The complaint is about the landlord’s response to the residents’ complaint about delays progressing their Right to Acquire application.

Optivo (now Southern Housing) (202212704)

The complaint is about the: Landlord’s handling of the reports of anti-social behaviour and noise disturbance. Landlord’s response to the resident’s request for the neighbour’s CCTV to be taken down. Landlord’s response to the resident’s request for the neighbour to move. The Ombudsman has also considered the landlord’s complaint handling.

Orbit Group Limited (202201763)

The complaint concerns the condition of the property at the start of the tenancy. The Ombudsman has also considered the landlord’s complaint handling.