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 response to reports of defects in the doors and windows of a new build house. The Ombudsman has also decided to consider the landlord’s complaint handling as part of this complaint. Although this was not addressed directly in the landlord’s internal complaint procedure, paragraph 44 of the Housing Ombudsman Scheme allows the Ombudsman discretion to consider such issues based on the evidence of failure presented.
The complaint is about the landlord’s handling of the resident’s queries regarding her rent account and her request for a refund. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s dissatisfaction with the major works (external paintwork). Decision to offset the credit on the resident’s service charge account against outstanding major works charges without informing the resident. Handling of the roof replacement. Complaint handling.
The complaint is about the landlord’s response to the resident’s request to change her tenancy from a joint to a sole tenancy and for a move. The Ombudsman will also consider the landlord’s complaint handling.
This complaint is about: The landlord’s response to a leak at the property. The landlord’s handling of the resident’s complaint. The landlord’s record keeping.
The complaint concerns: How the landlord handled the resident’s reports of draughts in the property. The associated formal complaint into this matter.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in the property and ongoing repairs. The landlord’s handling of the associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: Request to have her tenancy changed so she could be rehoused via a mutual exchange or house swap. Reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s defect repair reports.
The resident complains about the landlord’s response to her report that contractors disturbed and exposed asbestos by drilling into the ceiling. The landlord’s complaint handling and level of compensation has also been investigated.