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.
The complaint concerns the landlord’s response to: Reports of the condition and effectiveness of the soakaway at the property . Reports of damp and mould at the property. The complaints handling. This report also considers the landlord’s record keeping.
The complaint is about: The landlord’s decision not to remove charges for repair works for leaks from the resident’s service charges. The landlord’s administration of the service charge account. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s: Requests for sound insulation to be installed in the property. Reports of repairs to the property. The Ombudsman had also considered the landlord’s handling of the related complaint.
The complaint is about: The level of rent charged by the landlord for the property. The landlord’s response to the resident’s request to be rehoused or to buy her home. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports about damp and mould including its handling of the resident’s repair requests, including roof, window, brickwork, and extractor fan repairs. The landlord’s response to the resident’s request to be compensated for the damage caused to their possessions by damp. The landlord’s handling of the resident’s reports about an infestation of pests. The landlord’s response to the resident’s rehousing request. The landlord’s consideration of the resident’s disability, health and wellbeing. The landlord’s communication and complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports that there was no hot water in the property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of her bicycle being stolen from a communal bicycle shed.
The complaint is about: The landlord’s response to a report of shattered glass at the property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s report of a leak. Decision not to offer compensation in respect of damage caused to the flooring. Complaint handling. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of tiling repairs in her kitchen and bathroom. The associated complaint.