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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 format: mm/dd/yyyy)
(date to format: mm/dd/yyyy)

Landlord Name

Landlord type

Complaint Category

Outcome

Tenure

Orders

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Southern Housing Group Limited (202006100)

The complaint is about the landlord’s: implementation of its unacceptable behaviour policy to restrict the resident’s contact; response to the resident’s requests for support; complaint handling, including; refusal to consider the resident’s disrepair claim under its complaints policy; delays to its responses. The complaint is also about the landlord’s: call handlers not answering the resident’s calls; call handler showing bias against the resident; call handlers not being trained to communicate with people with autism.

Southern Housing Group Limited (202011687)

The complaint concerns the landlord’s: handling of repairs to resident’s bathroom, roof and front door. response to concerns he raised about rubbish in the communal areas and the car park. response to resident’s request to be transferred. handling of the resident’s request for service charge information. Complaint handling.

Southwark Council (202109861)

This complaint is about: The landlord’s decision not to carry out previously agreed repairs to paintwork in the block’s communal areas on cost grounds; The landlord’s complaint handling.

Southwark Council (202111092)

This complaint is about the level of redress the landlord awarded in respect of multiple delays and failures while handling plumbing repairs at the property, and the resident’s subsequent complaint.

Wealden District Council (202108306)

The complaint is about the landlord’s response to the resident’s reports of differences in the level of service charges between residents and leaseholders.

Hammersmith and Fulham Council (202114715)

The complaint is about the response to the resident’s reports of blockages to her sinks and bath. The Ombudsman has also considered the landlord’s complaints handling.

Harrow Council (202007622)

The resident complains about the landlord’s handling of: Concerns about safety issues at the property due to subsidence; rehousing, and; the formal complaints.