Our decisions are published 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 3 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 response to the resident’s concerns around: Managing agent fees and charges for heating and hot water. Lift breakdowns. Antisocial behaviour (ASB). The standard of communal cleaning. Fire safety. A charge for communal window cleaning. This report has also assessed the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of: Outstanding repairs to the kitchen ceiling and bathroom sink, the relocation of the resident’s oven following advice from an occupational therapist, and the replacement of the kitchen tap. The replacement of the balcony decking. Reports of the resident’s flat being excessively cold following the removal of the cladding and issues of damp and mould. Concerns raised by the resident that her front door should be replaced following a fire on the sixth floor in 2017. Its communication with the resident in relation to the 2023-2024 rent increase. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s concerns about delays in its provision of her finalised service charge accounts. Response to the resident’s concerns about the standard of services provided under the service charge agreement. Handling of the associated complaint.
The resident’s complaint is about the landlord’s: Response to her reports of a leak in the property; Handling of the associated complaint.
The complaint is about the landlord’s handling of: repairs to the lifts. the resident’s report of a missed survey appointment for a new boiler. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s rent arrears. Response to the resident’s concerns about staff conduct. Handling of repairs to a toilet. Complaint handling.
This complaint is about the landlord’s: Handling of its concerns about clutter in the resident’s home. Response to the resident’s complaint about the cost and efficiency of his heating system.
The complaint is about the landlord’s handling of the resident’s concerns about: Trees behind a boundary fence. The side patio retaining water. The size of the driveway. The condition of the kitchen countertop. The resident has also complained about the landlord’s handling of their complaint.
The complaint is about the landlord’s response to: The resident’s reports of a defective patio door. The resident’s concerns about the garden fence. The resident’s reports of a loss of hot water.
The complaint is about the landlord’s handling of: damp and mould in the property. a rent review in February 2024. lost or stolen personal possessions whilst they were in storage. a managed move application. further and additional repairs to the property and common parts. the associated complaint.