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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Lambeth Council (202002809)

The complaint is about: The landlord’s handling of the resident’s reports of damp and repairs required to fencing and windows at the property. The landlord’s handling of the resident’s concerns about the condition of a vacant, neighbouring property. The landlord’s decision to replace a communal lock at the property, including its response to his request for reimbursement for cutting an additional set of keys. The landlord’s response to the resident’s request for reimbursement of his service charge since June 2018. The landlord’s complaints handling.

London Borough of Brent (202112043)

The complaint is about: The action taken by the landlord in response to reports of Anti-Social Behaviour (ASB), including the proposed installation of a gate and CCTV. The landlord’s handling of reports of noise, smoke, and odours from neighbouring commercial premises. The landlord’s handling and enforcement of waste management on the estate. The landlord’s communication and complaints handling.

Hammersmith and Fulham Council (202109186)

The complaint is about: The resident’s concerns that the landlord failed to act to mitigate the noise transference from the above property, specifically in relation to the flooring. The landlord’s complaint handling.

Southern Housing Group Limited (202200250)

The complaint is about the landlord’s: Response to the resident’s reports of a leak in her bathroom Complaint handling (including the level of compensation it awarded)

Kingston upon Thames Council (202116746)

REPORT COMPLAINT 202116746 Kingston upon Thames Council 4 August 2022 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. This […]