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.
The complaint is about the landlord’s: response to the resident’s reports of repairs required to the intercom system at the property, response to the resident’s reports of repairs required to the communal back door to the property, complaints handling.
The complaint concerns the landlord’s response to reports of staff conduct.
The complaint is about the landlord’s handling of the repair to the boiler.
The complaint concerns the landlord’s response to the resident’s reports of condensation on her windows.
The complaint is about the landlord’s response to the resident’s concerns regarding the administration of the sales procedure in respect of the property which she owned.
The complaint is about: the landlord’s handling of the resident’s request for a refund of her service charge in relation to the number of times the communal lift was not in operation; the landlord's associated handling of the complaint.
The resident complained about: The division of the rear garden to the property. The landlord’s response to their request that they be granted possession of thier neighbour’s garden.
The complaint is about the landlord’s response to: The resident’s concerns about the condition of the property when the tenancy began. The resident’s concerns about the condition of the property and outstanding repairs from 2020 onwards. Pest infestations at the property. The resident’s request to be transferred to a two-bedroom property. The Ombudsman has also investigated how the landlord responded to the resident’s formal complaint.
The complaint is about: The landlord's response to the resident’s report that a leak from her toilet in 2020 had caused her water bill to increase. The resident’s concerns about her increased water usage between 2016 and 2020, which she says was caused by leaks in her property.
The complaint concerns: The landlord’s handling of the resident’s historical reports of antisocial behaviour. The landlord’s handling of the resident’s reports of antisocial behaviour from mid-2020 onwards. The impact the antisocial behaviour had on the resident and her partner’s health.