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.
The complaint is about: Section 20 work that was completed by the landlord at the resident’s property in 2016. Charges for the section 20 works which the resident opted out of. The landlord’s response to the resident’s request to produce a revised invoice for section 20 works. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202001075 East End Homes Limited 17 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s: Response to the leaseholder’s concerns regarding its communication Response to the leaseholder’s concerns regarding its management of anti-social behaviour (ASB) Response to a pest infestation Response to the leaseholder’s concerns regarding the standard of cleaning in the communal areas Handling of repairs to the communal heating and hot water system Response to the leaseholder’s concerns regarding the condition of the lifts Delay in completing cyclical redecorations Communication with the leaseholder regarding cladding
The complaint is about how the landlord: Responded to reports of anti social behaviour (ASB) Handled an emergency rehousing request
The complaint refers to:
The complaint is about the landlord’s handling of the resident’s reports about the standard of grounds maintenance being provided.
The complaint is about:
The complaint is about: the landlord’s handling of the resident’s request for a summary of the costs incurred in relation to the service charges for the period 2018 to 2019. the landlord’s complaint handling.
The complaint is about: the landlord’s response to the resident’s reports of communal repairs and her concerns about the standard of grounds maintenance; and the landlord’s provision of information relating to the service charge; and the landlord’s handling of the payment of compensation in respect of failures acknowledged during the complaints process.
REPORT COMPLAINT 202001016 Hounslow Council 5 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]