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 resident’s complaints are about: Complaint 1. The landlords handling of the repairs to the resident's heating and hot water system. The landlords handling of other repairs to the residents property (toilet, front and rear door). Complaint 2. The behaviour and conduct of the landlords staff and its standard of communication.
The resident’s complaint is about the landlord’s response to the resident’s reports about insulation, windows, door and the bathroom. The Ombudsman will consider the landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
The complaint is about the landlord’s handling of: Reports of anti-social behaviour (ASB). The resident’s request for rehousing. Concerns about staff conduct. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of: Damp and mould and associated odour. Disrepair to the front and back door and delay in their replacement.
The complaint is about: the landlord’s handling of the resident’s reports of damp and mould. the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of drainage problems. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s response to the resident’s repairs reports concerning her previous property.
The complaint is about the landlord’s response to the resident’s concerns about a service charge for door entry system maintenance.
This complaint is about the landlord’s: Handling of the resident’s decant following a fire in her home. Response to the resident’s concerns about smoke alarms in her home and communal areas.
The complaint is about the landlord’s handling of the residents concerns about: antisocial behaviour (ASB) in her block. the security and condition of the communal fire doors in her block. The Ombudsman has also considered the landlord’s record keeping.