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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Optivo (now Southern Housing) (202125082)

The complaint is about the landlord’s communication in relation to the resident’s fire safety concerns within the building. The Ombudsman has also considered the landlord’s complaints handling.

Orbit Group Limited (202225435)

The complaint is about the landlord’s handling of: The resident’s report of leaks, blockages, and drainage issues Repairs to the boiler. Damp and mould in the bathroom. The complaint.

Salvation Army Housing Association (SAHA) (202117550)

The complaint is about the landlord’s handling of the resident’s: Reports of noise by her neighbours and antisocial behaviour (ASB). Request to install CCTV in the communal kitchen. Request to move to another room. Associated formal complaint.

Wandle Housing Association Limited (202124591)

The complaint is about: The landlord’s handling of the condition of the resident’s new home. The landlord's refusal to carry out work to the bathroom. The Ombudsman has also considered the landlord’s complaint handling in this case.

Welwyn Hatfield Borough Council (202216776)

The complaint is about the landlord’s handling of the resident’s reports of: its subcontractor removing and disposing of her furniture and personal belongings; repairs. The Ombudsman has also considered the landlord’s: complaint handling; record keeping.

Westminster City Council (202126345)

The complaint is about the landlord’s: Response to the resident’s reports about service charges, including administration, provision of services and repairs. Communication in relation to the service charge. Handling of repairs to the resident’s windows.

Home Group Limited (202125902)

This complaint is about the landlord’s handling of: The resident’s enquiries about her service charge. A repair to the resident’s shower. The resident’s complaint and its decision to retract an offer of extra compensation in relation to a broken vase.

Hyde Housing Association Limited (202200699)

The complaint is about: The landlord’s handling of repairs to the resident’s fence. Information provided by the landlord in relation to responsibility for fence repairs. The Ombudsman has also considered the landlord’s complaint handling.