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 of damp and mould in his property. The landlord’s response to the resident’s concerns about redecoration and refurbishment works in communal areas of his building. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202012233 Home Group Limited 20 October 2021 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. This […]
The complaint is about the landlord’s: Assessment of the resident’s priority for rehousing. Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s reports about a leak, damp and mould at the property.
The complaint is about: The landlord’s decision to no longer include water rates in rent. The level of rent and the amount of the rent increase. The landlord’s complaint handling.
The landlord’s administration of the resident’s service charge account. The landlord’s response to the resident’s concerns about the reasonableness and legitimacy of service charges.
The complaint concerns the landlord’s handling of: repairs required to the garden wall of the resident’s property. The formal complaint into the matter.
The complaint is about the landlord's: Administration of the rent account and its subsequent decision to recover a refund made in error. Failure to respond to a data protection request.
The complaint is about: The landlord’s handling of the resident’s reports of water leak in her property. The landlord’s complaint handling.
The complaints are about: The landlord’s handling of repairs at the property following a loss of electricity. The landlord’s response to concerns raised by the resident in relation to: The conduct of its operatives and Covid-19 safety. Damage to goods within the property. The landlord’s handling of the resident’s formal complaint. The landlord’s decision not to offer compensation for damage to the resident’s goods. The impact of the works on the resident’s family’s health and her husband’s ability to work. The standard of the wiring at the property.
The complaint concerns: The landlord’s response to reports of a chip in the bath. The landlord’s assertion that the resident is not permitted access to communal areas. The landlord’s failure to tell the resident of the sinking fund she would need to contribute to when the property was sold to her. The landlord’s complaints handling.