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 concerns: The landlord’s banding and priority allocation in respect of the resident’s housing need and request for a three-bedroom property on overcrowding and medical grounds. The landlord’s handling of the resident’s contact as to her housing situation and request to move property. The landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of cladding remediation works including how long the works have taken to complete, the landlord’s communication about funding arrangements, and the impact the situation has had on progressing the sale of the resident’s property. The landlord’s decision not to refund the cost of the pre-sale information pack. The length of time scaffolding was in place, which meant windows could not be opened. The landlord’s complaint handling.
The complaint is about: the landlord's response to the resident’s reports of cracks and subsidence at the property and the back door not closing properly. The landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s request that it assign full ownership of the property to him; complaints handling.
The complaint is about the landlord’s response to the resident’s request that it install extractor fans in the resident’s bungalow at its cost.
The complaint is about the landlord’s response to the resident’s complaint about: Its handling of the resident’s decant. The quality of works undertaken in her home and damage to her belongings.
The complaint is about the landlord’s handling of the resident’s reports and complaints about costs and charges she incurred from her property’s communal lighting.
The complaint is about the landlord’s handling of: repairs at the resident’s property. the resident’s request for an adaptation to the bath. the resident’s reports of a rat infestation in his loft; and the resident’s concerns of potential asbestos in the property.
REPORT COMPLAINT 202103874 Guinness Housing Association Limited 19 August 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. This […]
REPORT COMPLAINT 202007623 Hammersmith and Fulham Council 19 August 2021 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that […]