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.
This complaint is about the landlord’s handling of: The resident’s reports of repair to the shower seat in her adapted bathroom. The resident’s concerns about the conduct of an operative and a member of its staff. The associated complaint.
The leaseholder’s complaint is about the landlord’s handling of: A loss of heating to the property. His formal complaint.
The complaint is about the landlord’s: Response to the works required in the resident’s bathroom. Complaint handling.
The landlord’s response to the resident’s reports of outstanding defects to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s communication with the resident following damage to the property caused by flooding. The landlord’s response to the resident’s request to be reimbursed for damage caused to her personal belongings. The associated complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s roof and guttering, including delayed appointments and damages caused to the resident’s property. The landlord’s complaint handling has also been investigated.
The complaint is about the landlords handling of the resident’s: Reports of window repairs. Reports of issues in the communal areas. Associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: Paying the same service charge for a concierge service as other blocks when not receiving the same value from the service. The night concierge service being commissioned without consulting the residents in advance. The Ombudsman has also considered the landlord’s handling of: The resident’s enquiries and requests for information about the night concierge service. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about works to the bin store cupboard commencing without a Section 20 consultation. Reports of dissatisfaction with the works to the bin store. Reports of being without heating or hot water. Associated formal complaint.
The residents have complained about the landlord’s handling of repairs issues, in particular: The installation of a new front door. Damp and mould. The bathroom light. The installation of an extractor fan in the kitchen. The Service has also investigated the landlord’s communication and complaint handling including the level of compensation awarded.