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.
This complaint is about the landlord’s handling of: The boiler replacement. Reports of mould within the property. The resident’s request for a replacement kitchen. The resident’s request for adaptations to a communal door. The associated complaint.
REPORT COMPLAINT 202128240 Home Group Limited 25 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
The complaint is about: The landlord’s decision to lease out a bin storage area on the estate, without consultation. The landlord’s decision not to reduce the rent charged to residents following the leasing of the bin storage area. The landlord’s response to the resident’s concerns about the provision of, and access to, bins on the estate. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for a management transfer to a four-bedroom property.
This complaint is about the landlord’s: Response to the resident’s various disrepair concerns from April 2019. Handling of the resident’s vulnerabilities, health and welfare concerns. Complaint handling. Record keeping.
The complaint is about: The landlord's response to the resident’s report of defects to bathroom works. The landlord's offer of compensation and its complaint handling.
The complaint is about: The landlord’s handling of reports that the resident tripped in a communal car park. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of repairs to a stair lift.
The complaint is about: The landlord’s handling of moths in the carpet. The landlord’s response to a request for a dog.
The complaint is about the landlord’s handling of the resident’s concerns about staff conduct.