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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Thames Valley Housing Association Limited (202108291)

The complaint is about: The landlord's response to the resident’s concerns regarding fire safety at the pro p erty and how this impacted on the sale of their property . The landlord’s response to the resident’s request for a refund for service charges in relation to window cleaning and concierge services. The landlord’s response to the resident’s report of an alleged GDPR breach by one of the resident’s neighbours . The landlord's complaint handling.

Thames Valley Housing Association Limited (202113301)

The complaint is about the landlord’s handling of the resident’s: reports of noise nuisance and anti-social behaviour (‘ASB.’) request for reasonable adjustments in communication. complaint through its internal complaints process. subject access requests. concerns about staff conduct. counter allegations against him. lack of consideration of supporting evidence.

Thirteen Housing Group Limited (202111696)

The complaint is about the landlord’s handling of: complaints about the resident’s wife’s former property. the charges for the resident’s garage. the resident’s Subject Access Request.

Thurrock Council (202016111)

The complaint is regarding the landlord’s response to the resident’s: Reports of a roof leak. Reports of a drainage issue in her kitchen. The Ombudsman has made a finding regarding the landlord’s handling of the resident’s complaint.

Westminster City Council (202000899)

The complaint is about the landlord’s handling in respect to: The resident’s reports about the current property condition and repairs. The resident’s request for compensation for items affected by her move and leaks at the property, and for delays and distress and inconvenience. The resident’s complaint.

Westminster City Council (202009409)

The resident complains about the landlord’s handling of their complaint and compensation claim in relation to a number of leaks into the property.

A2Dominion Housing Group Limited (202016827)

The resident has complained about: the landlord's handling of repairs to the heating and hot water. the compensation awarded specifically for a lack of heating and hot water for the period 5 August 2021 to 16 September 2021.