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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Lambeth Council (201910354)

The complaint is about the landlord’s: response to the resident’s concerns about plans for electrical works at her property; response to the resident’s reports about anti-social behaviour (ASB) from her neighbour, including: noise nuisance; cigarette smoke entering her property; response to the resident’s reports about the conduct of its contractor’s staff; response to the resident’s request for compensation following missed appointments; response to the resident’s reports about multiple repair works at her property, including: maintenance works to her neighbour’s tree; repairs to her skylight window; repairs to damp on her wall and windowsills; repairs to her rear windows; refurbishment of her kitchen; and complaints handling.

MHS Homes Ltd (201904750)

The complaint is regarding the landlord’s handling of: The resident’s reports of Anti-Social Behaviour and harassment from a neighbour.

Hackney Council (202005077)

The resident complained about the landlord’s handling of repairs to the heating and hot water in the property.

Hammersmith and Fulham Council (201904615)

The complaint concerns: The landlord’s handling of the resident’s reports of a leak into his property. The landlord’s decision not to investigate this complaint at stage two.

Kingston upon Hull City Council (202005965)

The complaint is about the landlord’s response to: the resident’s reports of damp and mould between 2015 and June 2019 the resident’s reports of damp and mould from June 2019.