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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Sanctuary Housing Association (202002585)

The resident has complained that: The landlord has not provided a reasonable explanation of, or supporting information for, the service charge items The landlord has increased the rent twice within a year The landlord has managed the rent account inappropriately by agreeing to a direct debit payment date that in turn resulted in arrears The landlord has refused to buy back the shared ownership property, despite offering this option when the property was first bought

The Riverside Group Limited (201909268)

The resident has complained about the landlord’s: response to her reports of damp and mould in her property; handling of a leak through her bedroom ceiling.

Gentoo Group Limited (202000538)

This complaint is about the landlord’s response to the resident’s request to bring forward the installation of double glazing to her property.

Clarion Housing Association Limited (202003506)

The complaint concerns: The condition of the property at the start of the tenancy and how the subsequent repairs were handled by the landlord. The level of compensation offered by the landlord.

Teign Housing (201914975)

                                                                          REPORT COMPLAINT 201914975 Teign Housing 22 January 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 […]

Bristol City Council (201914973)

The complaint is about: the level of redress offered by the landlord in respect of its acknowledged failings in carrying out works at the property, the landlord’s response to the resident’s request for compensation in respect of the damaged carpet at the property, and the landlord’s complaint handling.

Clarion Housing Association Limited (201906498)

The complaint is about the landlord’s response to the resident’s request for compensation in relation to repairs to the property’s guttering, patio door, boiler, wet room and damp and mould.

Home Group Limited (201904586)

The complaint is about the landlord’s handling of the resident’s requests for repairs to her hand basin, kitchen ceiling and immersion heater.

Home Group Limited (202005646)

The complaint refers to: The Landlord’s handling of repairs to the Resident’s bathroom.  The Landlord’s complaint handling of this matter.