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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Aster Group Limited (201916183)

The complaints are about: How the landlord responded to concerns raised about the attitude of its staff. The landlord’s decision not to treat the resident’s request to astro turf the rear garden as an aid and adaptation under its policy; and the landlord’s decision not to reimburse the resident the costs of having the work done privately. Rent arrears letters the resident received. The landlord’s decision not to make adjustments to the rent arrears correspondence it issues.

Eastbourne Borough Council (202003830)

The complaint refers to: The landlord’s handling of your transfer from your previous property. Information provided by the landlord at the beginning of your tenancy. The landlord’s complaint handling of these matters. The landlord’s offer of compensation for errors it identified in its complaint handling.

One Housing Group (202003763)

        REPORT COMPLAINT 202003763 One Housing Group 14 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 […]

Catalyst Housing Limited (201807134)

The resident has complained about the administration of his rent account, specifically the handling of a housing benefit payment and the resulting rent arrears.

ForHousing Limited (202006822)

The complaint is about: the landlord’s handling of roof repairs. The complaint is also about the landlord’s complaints handling.

Leeds City Council (201912704)

The complaint is about: the landlord’s handling of the resident’s reports of repairs needed to the rear door, kitchen, window sealant and fences of her property the landlord’s response to the resident’s complaint about the conduct of a staff member

Southwark Council (202007170)

            REPORT   COMPLAINT 202007170 Southwark Council 13 January 2021 Our approach   What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman […]