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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Camden Council (202118084)

The complaint is about the landlord’s handling of the resident’s reports of noise disturbance from pipes.

Cannock Chase District Council (202109327)

The resident has complained about the landlord’s response to her reports of a dark patch on her property. The resident has also complained about the landlord’s response to her request for compensation for injuries she reported sustaining while attempting to clean the dark patch. The Ombudsman has also considered the landlord’s complaints handling.

Ealing Council (202005837)

The complaint is about the landlord’s response to the resident’s reports of disrepair causing maggots to appear in his bathroom. The complaint is about the landlord’s handling of the subsequent complaint.

East Riding of Yorkshire Council (202013275)

The complaints are about the landlord’s response to the resident’s concerns: About the process it followed when changing rent collection and calculation periods; and that it had relied on a clause that was not included in his tenancy agreement when making changes to the rent periods. That it had failed to serve a Notice of Variation. About clause 1.8 of his tenancy agreement. The resident has also complained about the landlord’s complaint handling.

Gentoo Group Limited (202112841)

The complaint is about the landlord’s response to the resident’s: report that a leak under her kitchen had resulted in damage to her property and an unpleasant smell throughout her property; request to be transferred to a more suitable property.

Hackney Council (202104301)

The complaint is about the landlord’s handling of a fault with the boiler in the resident’s property.

Islington Council (202100013)

The resident is complaining about: The landlord’s response to his reports of scaffolding being erected outside and causing damage to his property. The related complaint handling.