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: Reports of a smell coming from her sink and washing machine; Reports of damage caused by a leak from a neighbouring property; Request for new key fobs; Concerns about grounds maintenance and communal cleaning; This report has also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of: A staff member’s conduct during a telephone call with the resident. The associated complaint.
The complaint is about the landlord’s handling of the resident’s enquiries about the service charges associated with the property. The Ombudsman has also considered the landlord’s handling of the formal complaint.
The complaint is about: the landlord’s response to the resident’s reports of damp and mould. the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of water ingress which caused damp and mould and damage to the bedroom carpet. Reports of subsidence affecting the kitchen floor. Reports of a rodent infestation. Request to be moved to another property. Reports of antisocial behaviour (ASB). This investigation will also consider the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a roof leak affecting the communal areas. The resident’s reports of deterioration to the structure of the building and the lack of a cyclical programme of works.
This complaint is about the landlord's handling of: A mice infestation in the resident’s property. The associated complaint.
The complaint is about: The length of time the landlord’s insurer took to process the subsidence insurance claim, assess the property and instruct the works to commence. The landlord’s response to the resident’s concerns about subsidence.
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Request for rehousing. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports and concerns about: responsibilities under the tenancy agreement. rodents at the property, removal of ivy, pointing, doorstep repairs and fly-tipping. removal of concrete planters. damage to cables. graffiti, gate and letter box repairs. complaint handling.