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 resident has complained that: The landlord took too long to complete repairs to the roof. The landlord had not addressed all the outstanding repairs or complaint issues by the time of the final response. The landlord provided poor customer service during the repairs and complaint procedure. The cost of the Section 20 works was too high, and the resident had not been consulted about the works or the cost.
In their form and email to the Housing Ombudsman Service, the resident has complained: The landlord has not compensated the resident for damages caused by a boiler leak in January 2019. The resident is charged a different amount to other residents of similar properties on the same road. The landlord has not compensated the resident for continued distress since August. During the landlord’s complaint procedure the resident has complained about: The handling of the hotel accommodation while the kitchen electrics were not available. The landlord’s gas contractor’s service. The handling of the repairs related to the leak.
This complaint is about the landlord’s handling of: repairs to the resident’s kitchen; the related complaint.
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling.
The complaint refers to the landlord’s: handling of proposed upgrades to the resident’s property, complaint handling.
The complaint is about the landlord’s: response to the resident’s reports of disrepair to the external fascia on her property; complaints handling.
The resident’s complaint is about the landlord’s response to his reports of leaks to the flat roof and dormer window. This Service will also consider the landlord’s complaints handling.
The resident’s complaint is about the landlord’s response to her reports of a roof leak. This Service has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s application of its abandonment process to the resident.
This complaint is about the landlord’s response to the resident’s concerns regarding the following issues: The compensation offered for belongings damaged by damp and mould at her previous property. Duplication of rent resulting in rent arrears in 2019. The additional cleaning and decorating required at her new property prior to her moving in December 2019. Re-using the laminate flooring that was gifted by the landlord whilst she was at her previous property in 2019. The contact arrangements imposed by landlord.