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 landlord's handling of the resident's service charge account and request for service charge breakdowns. The increase in service charges and their reasonableness, including communal water and management fees. The landlord’s response to the resident’s complaint about the standard of cleaning services provided. Complaints handling.
The complaint is about the landlord’s handling of plastering repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s request that it enforce the terms of the lease at a neighbouring property. The landlord’s handling of the related complaint
The complaint is about the landlord’s handling of the resident’s report of a leak from the flat above.
REPORT COMPLAINT 202007679 Tower Hamlets Homes 31 October 2023 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. […]
The complaint is about the resident’s reports concerning the landlord’s: Offer of compensation to settle a legal disrepair claim. Consideration of a request for a refund of the social sector size criteria (bedroom tax) while the landlord carried out repairs in 2018 to 2019. Delays in carrying out repairs to remedy damp and mould in the property in 2018 to 2019 that were agreed through her legal disrepair claim. Handling of her subsequent report of damp in the property in 2021. Handling of the associated complaint. This investigation has also considered the landlord’s approach in connection to the resident’s vulnerabilities that the landlord was made aware of.
REPORT COMPLAINT 202008234 Clarion Housing Association Limited 30 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance, antisocial behaviour (ASB), and harassment. The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s complaint handling and the landlord’s decision to offset compensation paid to the resident against rent arrears.
This complaint is about the landlord’s: Response to the resident’s request for a copy of its reasonable adjustment policy. Response to the resident’s vulnerability and reasonable adjustment concerns. Handling of the associated complaint.
The complaint is about the landlord’s handling of: the resident’s concerns about the quality of the grounds maintenance service and the associated enquiries about her service charges; the complaint.