Landlords can now complete the Complaint Handling Code Annual Submissions form. More information is available online.

Decisions

All our decisions are published here 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 three 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.

Date

(date from format: mm/dd/yyyy)
(date to format: mm/dd/yyyy)

Landlord type

Complaint Category

Outcome

Tenure

Orders

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The Riverside Group Limited (202220540)

The complaint is about the landlord’s: Response to the resident’s concerns about changes made to the Memorandum of Staircasing (MOS) by the landlord’s solicitor prior to the sale of the property. Decision not to refund the resident’s £13,500 sinking fund contribution following changes made to the MOS by its solicitor prior to the sale of the property. Response to the resident’s reports of not receiving the services paid for by way of service charges during lockdown in 2020. Handling of the resident’s complaint.

Wandle Housing Association Limited (202206590)

The complaint is about the landlord’s response to: Reports of repairs to a decant property. The resident’s concerns about the length of time he was decanted. Complaint handling.

Camden Council (202218919)

The complaint is about the landlord’s handling of: The resident’s reports of no gas supply in the property to enable the resident to use her cooker. Reported damage to the resident’s furniture during the move to her current property.  Reported repairs including damaged kitchen cupboards and worktops and a damaged cloakroom wall. The associated complaint.

Gentoo Group Limited (202219465)

The complaint is about the landlord’s handling of: the resident’s succession requests following reports of antisocial behaviour (ASB) at their property. the resident's concerns about staff conduct, when discussing their mental health.

Lewisham Council (202227447)

The complaint is about the landlord’s response to the resident’s concerns about the standard of cleaning in the communal areas.  The Ombudsman has also investigated the landlord's complaint handling.

London Borough of Hackney (202205960)

The complaint is about: The landlord’s handling of repairs. The landlord’s response to the resident’s request for adaptations. The landlord’s response to the resident’s request for reasonable adjustments. How the landlord responded to the resident’s concerns about the Tenancy Management Organisation (TMO) and the landlord’s monitoring. The landlord’s complaint handling.

Worthing Homes Limited (202123822)

The complaint is about the landlord’s handling of: the repairs at the property; the resident’s request for a shower that meets her medical needs; the associated complaint.

Camden Council (202126642)

The complaint is about the landlord’s handling of: The resident’s requests for it to remove and reimburse her service charges for water storage tanks. The resident’s requests for it to restore her independent mains water supply. Its complaint handling.