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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Onward Homes Limited (202117573)

The complaint is about the landlord’s: Response to the resident’s requests for information about a charge on the land registry title deeds. Handing of the fire risk assessment. Complaints handling.

Optivo (now Southern Housing) (202211719)

The complaint is about: The landlord’s handling of reports of damaged flooring and inadequate ventilation. The landlord’s response to a damaged boiler pressure tank. The landlord’s handling of a report of carbon monoxide poisoning. The complaint associated with the carbon monoxide poisoning.

Orbit Group Limited (202207994)

The complaint concerns the level of compensation offered by the landlord following a leak into the leaseholder’s property from the property above.

Paragon Asra Housing Limited (202223594)

The complaint is about the landlord’s management and handling of: Repairs to address a roof leak and damp and mould in the property. The resident’s request for window reglazing in the property. Requests to reposition the gas meter due to concerns about heating costs. The resident’s request for information about the level of rent being charged for the property. This report also looks at the landlord’s management and handling of the resident’s complaints.

Peabody Trust (202122409)

The complaint is about the landlord’s: Response to the resident’s reports about repairs and the condition of the property at the start of the tenancy; Handling of the resident's vulnerabilities; Response to staff conduct concerns in relation to information given to the resident; Complaint handling.

Sanctuary Housing Association (202010886)

The landlord’s handling of: The resident’s report of a leak at the property. The resident’s reports of window disrepair. The resident’s report of issues with her electric heaters. The resident’s report of noise transfer. The associated complaint.

Southern Housing Group Limited (202216750)

This complaint is about the landlord’s handling of the resident’s concerns regarding remedial works to the cladding of her building and the associated communication.

Thurrock Council (202223907)

The complaint is about the landlord’s response to the resident’s reports of repairs and associated damp and mould.