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.
The resident complained about: the landlord’s handling of the mutual exchange. The landlord’s handling of repairs required to the property after the mutual exchange, including the resident’s reports of damp and mould..
The complaint is about:
The complaint is about: The landlord’s response to the resident’s report of a roof leak, damage to a ceiling, and damp and mould. The landlord’s handling of the removal of garden decking and repairs to the underlying concrete.
The complaint is about the landlord’s handling of the resident’s rent account. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s: request for the resident to install carpets in the property. handling of the resident's management transfer.
The complaint is regarding: the landlord's response to an emergency management transfer request the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports concerning water ingress and resultant damp and mould. The landlord’s response to the resident’s reports of repairs to the external door and windows. The landlord’s response to the resident’s concerns regarding gas servicing appointments in 2019. The landlord’s complaint handling and the resident’s request for compensation.
The complaint is about: The landlord’s handling of the resident’s kitchen renewal and subsequent compensation offer. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of concerns about staff conduct.
The complaint concerns how the landlord handled: Repairs to the building’s centralised heating system. The replacement of the kitchen flooring in the resident’s property. The associated formal complaint into these matters.