Decisions

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.

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Thames Valley Housing Association Limited (202005483)

The complaint is about the landlord’s response to the resident’s reports: that there were outstanding works that should have been completed during the void period prior to her moving in; that the landlord’s staff did not handle her concerns appropriately; that there was disrepair which may allow pests to enter her property. The complaint is also about the landlord’s complaints handling.

Wandsworth Council (202004657)

The complaint is about the landlord’s handling of: The resident’s reports of repairs to the property, including to address damp and mould. The resident’s reports of pest issues in the property. The resident's request to be moved to a larger property. The associated formal complaint raised.

Arhag Housing Association Limited (202100545)

The complaint is about: The landlord’s offer of compensation in respect of the handling of the initial Right to Acquire (RTA) application and subsequent complaint handling. The resident having to submit a new RTA application form once the decision was changed.

Aster Communities (202005481)

The complaint is about: The landlord’s decision to sell the resident a 70% share of its property under the Help to Buy Scheme.  The landlord’s sales process and its decision not to buy back the property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

Citizen Housing (202016120)

The complaint is about the level of the service charge and the explanation provided by the landlord for its increases.

London & Quadrant Housing Trust (202103687)

The complaint is about: The landlord’s handling of repair works to the resident’s property, including the conduct of members of the landlord’s staff, and the resident’s concerns that the landlord has not taken her vulnerability into consideration. The level of compensation offered by the landlord to the resident.