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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Central and Cecil Housing Trust (202002657)

The tenant has complained that: The landlord took too long to refund a service charge credit The landlord took too long to respond to concerns about fire safety; including repairs to smoke/heat detectors and an emergency light The cyclical decorating works to the communal areas were overdue The landlord took too long to repair a leak caused by rain The landlord took too long to refund a parking voucher The complaint was not handled correctly, including the panel hearings

Crawley Borough Council (202003168)

This complaint is about: The resident’s liability to pay costs relating to repairs to his porch roof, included in his 2018-2019 service charges. The standard of the works carried out to the resident’s porch roof under a major works programme in 2018-2019.

Housing 21 (201905687)

This complaint is about: The landlord’s handling of the resident’s application for housing in an extra care property in 2016. The landlord’s response to the resident’s request for compensation for the costs he incurred in preparing to move into the property.

London & Quadrant Housing Trust (201915921)

        REPORT COMPLAINT 201915921 London and Quadrant Housing Trust 23 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]

Notting Hill Genesis (201909347)

REPORT COMPLAINT 201909347 Notting Hill Genesis 23 February 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 is […]

Pine Court Housing Association Limited (202001625)

The complaint concerns: The landlord’s handling of the resident’s rent account. The level of advice and support provided by the landlord to the resident while problems with his rent account were resolved.