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 about: a request for support with her energy supplier. the support it offers, an energy visit and a request for repairs to take place after 2.30pm. its complaint handling.
The complaint is about the landlord’s responses to the resident’s concerns about: her Housing Moves application, including queries about a mutual exchange. a leak under the kitchen sink. an issue with the guttering. a back door which was in disrepair. the contractors used by the landlord for repairs. lift repairs. staff turnover. complaint handling, including the level of service and communication. As part of this investigation, the Ombudsman has also looked at the landlord’s approach to knowledge and information management.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Handling of associated remedial works, including the time taken to arrange temporary accommodation. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of property adaptations. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The resident’s complaint is about the landlord’s response to his reports of anti-social behaviour (ASB) and a neighbour’s reports of ASB about the resident. The Ombudsman will consider the landlord’s complaint handing.
REPORT COMPLAINT 202204756 Sovereign Housing Association and Network Homes (Formerly Sovereign Housing) 31 January 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
The resident’s complaint is about the landlord’s: request to carry out an asbestos survey; access to the resident’s property; termination of the resident’s tenancy; handling of electrical testing appointments, including its communications and response.
The complaint is about the landlord’s handling of the resident’s queries about service charges. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (‘ASB’) and noise from her neighbours.
The resident’s complaint is about: The conduct of a housing officer. The landlord’s response to reports of asbestos at the property. The landlord’s response to reports of pests within the property. The landlord’s handling of her complaint. The Service has also investigated the landlord’s knowledge and information management.