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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Leeds City Council (202205740)

The complaint is about: The landlord’s handling of the resident’s request for a back-garden fence to be erected. The landlord’s handling of the resident’s reports of foxholes in the back-garden.

Notting Hill Genesis (202117594)

The complaint is about: The level of redress offered by the landlord for its acknowledged failures in its response to the resident’s reports of loss of heating for a significant period of time. The landlord’s complaint handling. The landlord’s record keeping.

Plexus UK (First Project) Limited (202208101)

The complaint is about: The landlord’s handling of repairs to the resident’s heating and hot water systems and the level of compensation offered. The associated complaint handling.

Southern Housing Group Limited (202204844)

The complaint concerns how the landlord handled: The resident’s reports of fly tipping and rubbish being dumped at the rear of the building. The resident’s request to have CCTV installed. Repairs to the lock of the rear gate.

Southern Housing Group Limited (202206100)

The complaint is about: The landlord’s handling of the resident’s reports of no heating and hot water in the property. The landlord’s handling of the associated complaint.

Sovereign Housing Association Limited (202207363)

The complaint is about the landlord’s handling of: Toilet repairs and the bathroom adaptation. The resident’s reports of issues with the repair contractor’s conduct. The associated complaint. A reported data breach due to the resident’s personal information being shared with the local authority.