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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ForHousing Limited (202210641)

The complaint is about the landlord’s handling of: Concerns raised by the resident about the condition of the property when it was let. The resident’s reports of damp and mould and the associated repairs. The resident’s reports of issues with the boiler. The resident’s reports of leaks. The work required to the brickwork, paving slabs, and removal of the shed base. The resident’s reports about the garden fence and the clothesline post. The repairs to the roof. The complaint.

London & Quadrant Housing Trust (L&Q) (202207520)

The complaint is about the landlord's handling of: External window cleaning and the associated service charges. The resident's concerns about the fire alarm system and procedure. The resident’s complaint.

A2Dominion Housing Group Limited (202212450)

The complaint is about the landlord’s handling of: The resident’s reports concerning the conduct of its contractor’s staff and the resulting ‘duty of care’ alert raised against the resident by its contractors. The associated complaints.

Home Group Limited (202120126)

The complaint is about the landlord’s response to: The resident’s dissatisfaction of the provision and standard of grounds maintenance for the front garden and communal outdoor areas. The resident’s request for the landlord to pave the front garden as a means to remedy her grounds maintenance complaint. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

Metropolitan Thames Valley Housing (MTV) (202211216)

The complaint is about the landlord’s handling of the resident’s request for: Reasonable adjustments in relation to repairs appointments. A compensation payment. Adaptations to the property. Support from the ‘Connect Team’. The Ombudsman has also considered the landlord’s complaint handling.

Stonewater Limited (202214459)

The complaint is about the landlord’s: Response to reports of a lack of provision of promised communal facilities and about associated service charges. Handling of the related complaint.

A2Dominion Housing Group Limited (202201960)

The complaint is about: The landlord’s response to flooding at the property. The landlord’s handling of the decant. The landlord’s handling of repairs. The landlord’s handling of the resident’s personal data. The landlord’s response to damage caused to the resident’s possessions by the flooding. The landlord’s handling of the associated complaint.