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.
The complaint is about: The level and reasonableness of the landlord's service charges for major works for a fire door and alarms at the resident’s property. The landlord’s handling of outstanding works to replace the resident’s flat entrance door. The landlord’s communications and complaint handling.
The complaint is about the landlord’s handling of: A flood at the residents’ property and their damaged belongings. The associated complaint.
The complaint is about the landlord's handling of the resident’s reports of cracks appearing in the walls of the property. This investigation has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: The residents’ concerns about its handling of a leak into the flat below as well as their concerns about operatives visiting the property without appropriate personal protective equipment (PPE). The resident’s reports of a leak. The residents’ reports of disrepair in the bathroom. The residents’ request to be reimbursed for the time they were not living in the property due to a flood. The residents’ reports of antisocial behaviour (ASB). The complaint.
The complaint is about the landlord’s response to the resident’s service charge enquiries. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of repairs to the outhouse. The landlord’s communication about repairs. The landlord’s handling of the resident’s complaint. The resident’s concern that she had been discriminated against. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about the landlord’s: Handling of repairs to fix a leaking roof. Complaints handling. Knowledge and information management.
The complaint is about the landlord’s handling of: The bathroom repair works carried out by the landlord’s contractor and the conduct of its operative. The associated complaint. Reported damage to flooring caused by the contractor’s operative.
The complaint is about the landlord’s handling of: Repairs, in particular: Repairs to the resident’s pathway. The resident’s request to fit handrails. Repairs to the resident's stairlift. The resident’s complaint. The resident’s concern that it discriminated against him. The resident’s concern that its handling of the repairs had an adverse effect on his health, and caused injury.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for new windows. Concerns about a named staff member.