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 is about the landlord’s response to the resident’s reports about: overcrowding; damp and mould; the replacement of her kitchen; pest infestations. The complaint is also about the landlord’s complaints handling.
The resident’s complaint is about: The landlord’s response to the resident’s reports of: The resident’s intercom being intentionally switched off by staff. Concierge staff leaving bins in communal areas and blocking access. Emails from concierge staff to residents that the resident found threatening. An incident of a loss of electric lighting in a communal area. The resident’s request to remove staff from their post. The landlord’s response to the resident’s report of bulky items being placed for disposal near his parking bay and the length of time taken for items to be collected. The landlord’s response to the resident’s concerns that: CCTV was not used to identify the individual responsible for placing items near the resident’s parking bay. Staff not taking out refuse bins. Service charges being incurred but no service being received. Concierge staff having the use of an “en-suite bedroom”. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of repair issues to the roof and the associated squirrel infestation. The resident’s request for the compensation offered by the landlord to be donated to charity.
The complaint is about: The landlord’s response to the resident’s reports about the condition of her kitchen and her request for the kitchen to be renewed. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Its communication with the resident regarding her rent arrears. The associated complaint.
The complaint is about: The landlord’s response to the reports of anti-social behaviour (ASB) and its handling of the relevant documentation. The landlord’s response to the resident’s request to be rehoused due to the impact of the ASB on the resident.
The complaint is about: The suitability of the support offered to the resident during the repair works to the lift. The landlord’s handling of the gas safety check.
The complaint is about the landlord’s response to the resident’s request for: Adaptations to the property. Removal of garden debris.
The complaint is about the landlord’s handling of repairs to the resident’s boundary wall.
The complaint is about the landlord’s: Handling of a repair to the resident’s window lock. Handling of the resident’s complaint.