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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Slough Borough Council (202006996)

The complaint is about: The level of compensation offered by the landlord in relation to its handling of roof repairs and water leaking into the resident’s property. The landlord’s investigation into the conduct of a member of its staff. The landlord’s associated complaint handling.

Brent Council (202106027)

The complaint concerns the landlord’s handling of the resident’s reports of cracks in her home.

Home Group Limited (202008992)

The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB).  The amount of service charge the resident had to pay during the covid-19 lockdown when he says services were not provided. The landlord’s response to the resident’s concerns about grounds maintenance and pest control services. Complaint handling.

Midland Heart Limited (202011922)

The complaint is about the landlord’s response to the resident’s concerns with the level, and standard of work carried out in relation to his service charges.

Sanctuary Housing Association (202007219)

The resident has complained about: The landlord’s handling of repairs to the roof, including the associated damp and mould problems. The landlord’s handling of their requests for a new back door.

Aster Group Limited (202012522)

The complaint is about: The landlord’s handling of the emergency assistance pull-cord service in the resident’s property. The landlord’s handling of repairs to the resident’s hot water system at the property.

Clarion Housing Association Limited (202104088)

REPORT COMPLAINT 202104088 Clarion Housing Association Limited 5 September 2021 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. […]

Home Group Limited (202006473)

The complaint is about the landlord’s response to the resident’s: reports about maintenance issues at her property, including: mould; electrical safety; concerns about the investigation and removal of asbestos at her property.