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.
REPORT COMPLAINT 202215975 London Borough of Croydon 4 May 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint is about: The landlord’s response to the resident’s requests for a refund of the communal service charge for cleaning services not provided. The landlord’s communication and complaint handling.
The complaint is about the landlord’s handling of several outstanding repairs to the property, including leaks from the bathroom and kitchen.
The complaint is about the landlord’s response to reported blockages in the communal drain.
The complaint is about the landlord’s: Handling of the repairs to the roof. Decision not to raise a complaint in response to the resident’s request. The landlord’s communication with the resident including comments she had been ‘vexatious and persistent’. The resident has also complained that the landlord has committed defamation of her character.
The complaint is about: the landlord’s handling of the repair of a storage heater. the associated complaint handling and offer of compensation.
The complaint concerns the landlord’s response to the resident about: The cleaning of the communal areas. The rent and service charges increase.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Handling of a transfer request. Complaint handling. The report also examines the landlord’s consideration of the resident’s vulnerabilities.
The complaint is about the landlord’s handling of: The sale of the residents’ shared ownership property. The associated complaint.
REPORT COMPLAINT 202201126 London & Quadrant Housing Trust 03 May 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]