Our decisions are published 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 3 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.
REPORT COMPLAINT 202108509 Longhurst Group Limited 18 November 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 […]
The complaint is about: The repairs service provided by the landlord. The landlord’s response to concerns regarding staff conduct. The landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s request for his carpet to be replaced following leaks into his property.
The complaint concerns the landlord’s: handling of the resident's anti-social behaviour reports concerning a neighbour. handling of the resident’s request for a management move. handling of repairs and maintenance issues. response to her complaint about staff conduct.
The complaint is about the landlord’s handling of: The resident’s reports regarding her upstairs neighbour installing a doorbell camera at their shared entrance. The resident’s associated complaint.
The complaint relates to the landlord’s decision to ask the resident to pay for heating and hot water costs and the level of those costs.
The resident has complained about the landlord's handling of his reports of anti-social behaviour (ASB).
The complaint is about: The landlord’s response to the resident’s report of damp and mould in her bathroom, in relation to its offer of compensation. The landlord’s complaint handling.
The complaint is regarding: The tone of the landlord’s communication. How the landlord sought to arrange an electrical test at the resident’s property. The landlord allegedly victimising the resident.
The resident has complained about the landlord's handling of various repair reports in particular: Repairs to her windows. Repairs to her front door. Repairs to remedy poor external drainage and a collapsed kitchen underfloor pipe. The resident has complained about the landlord’s handling of her complaint. The Ombudsman has also considered the landlord’s record keeping.