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 managing agent’s response to the resident’s reports of: A defective kitchen window. Defective external floodlights. Door closers causing the doors to slam. Roof leaks causing dampness and damage to the resident’s belongings. A defective communal washing machine and the reported damage caused to the resident’s clothes by the washing machine. A lack of refuse bins for use by residents.
The complaint is about the provision of gardening services. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s property and the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
The complaint is about: The landlord’s response to the resident’s requests for it replace her property’s draughty windows, front door and frame, and compensate her for this. The landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of a flood, and damage to a communal pipe affecting her property. Complaint handling.
The complaint is about the landlord’s handling of: Defect repairs to the resident’s property. A service charge refund. The resident’s formal complaint.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about gas servicing and the management of appointments. The associated complaints.
The complaint is about: The landlord’s handling of the resident’s reports of rodents in the property. The landlord’s complaints handling.
The complaint is about information the landlord provided about the applicant’s right to a mutual exchange. The Ombudsman has also considered the landlord’s knowledge and information management. The Ombudsman has also considered the landlord’s complaint handling.