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 an ongoing pigeons’ infestation. Response to the resident’s concerns of the difference between the service charge actuals and estimates for year 2020/2021 and the service charge increase. Associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of defects after she moved into the new build property, including its complaint response.
The complaint is about: The landlord’s handling of the resident’s request for a transfer.
The complaint is about: The level of the resident’s rent. The landlord’s handling of the resident’s concerns about the level of his rent. The landlord’s handling of the resident’s request that it buys back his share in the property. An apparent flaw in the shared ownership scheme which the resident says means he can never exit it. Complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: noise transference. fire safety in the building. complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about the type of tenancy issued, lack of welcome visit, and request for rehousing. The landlord’s response to the resident’s concerns about the property condition when let. The landlord’s handling of repairs. The landlord’s handling of a pest infestation and associated remedial works to the property.
The complaint is about the landlord's handling of reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of collapsed ceilings, heating and hot water failures, plumbing blockages, leaks, unsanitary living conditions, and related repairs; associated complaint and compensation claim.
The complaint is about the landlord’s response to the resident’s: Concerns of administration and calculation of service charge actuals and monitoring of the quality of works. Concerns of reasonableness of services charges for the services provided, increase of service charges, and lease variations. Request to be refunded for service charges. The landlord’s communication and complaint handling. The landlord’s knowledge and information management.
The complaint is about: The condition of the property at the start of the tenancy. The landlord’s handling of the decant process. The landlord’s handling of ongoing repairs and the conduct of its staff. The landlord’s handling of the resident’s complaint.