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 (mm/dd/yyyy)

February 2020

Su	Mo	Tu	We	Th	Fr	Sa
						1
2	3	4	5	6	7	8
9	10	11	12	13	14	15
16	17	18	19	20	21	22
23	24	25	26	27	28	29
30	31

Date to (mm/dd/yyyy)

February 2020

Su	Mo	Tu	We	Th	Fr	Sa
						1
2	3	4	5	6	7	8
9	10	11	12	13	14	15
16	17	18	19	20	21	22
23	24	25	26	27	28	29
30	31

Landlord type

Select type

Complaint Category

Select complaint category

Outcome

Select outcome

Tenure

Select tenure

Orders

Select order

Optivo (now Southern Housing) (202216980)

The complaint is about: How the landlord handled repairs to the communal entry door to the building. How the landlord handled repairs to the communal TV aerial. The landlord’s complaint handling.

Orbit Group Limited (202016924)

The complaint is about the landlord’s: Response to the resident’s reports of defects and repairs. Complaints handling.

Richmond Housing Partnership Limited (202126432)

The complaint is about the landlord’s response to the resident’s concerns about: The lack of a designated parking space. The lack of suitable recycle bins at the property. Issues with the communal entrance system. The lack of access to the managing agent’s portal system. The report has also considered: The landlord’s complaints handling. The landlord’s record keeping.

Sovereign Housing Association Limited (202221259)

The complaint is about the landlord’s: Handling of repairs to the roof of the resident’s property. Response to the resident’s reports of damp and mould. Handling of the resident’s reports of inappropriate staff conduct. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.

The Guinness Partnership Limited (202127772)

The complaint is about: The landlord's handling of the resident's service charge account and request for service charge breakdowns. The increase in service charges and their reasonableness, including communal water and management fees. The landlord’s response to the resident’s complaint about the standard of cleaning services provided. Complaints handling.

The Guinness Partnership Limited (202220012)

The complaint is about the landlord’s handling of plastering repairs. The Ombudsman has also considered the landlord’s complaint handling.

Tower Hamlets Council (202222795)

The complaint is about the landlord’s handling of the resident’s report of a leak from the flat above.

Tower Hamlets Homes (202007679)

REPORT COMPLAINT 202007679 Tower Hamlets Homes 31 October 2023 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. […]

London & Quadrant Housing Trust (L&Q) (202117419)

The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance, antisocial behaviour (ASB), and harassment. The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s complaint handling and the landlord’s decision to offset compensation paid to the resident against rent arrears.

Notting Hill Genesis (NHG) (202123801)

This complaint is about the landlord’s: Response to the resident’s request for a copy of its reasonable adjustment policy. Response to the resident’s vulnerability and reasonable adjustment concerns. Handling of the associated complaint.