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 report of her neighbour’s shed causing damage to her garden and restricting natural light to her property. The landlord’s handling of the associated complaint.
The resident complained about the landlord’s handling of her request to install a wood burning stove at her property.
The complaint is about: the condition of the property at the commencement of the resident’s tenancy. the landlord’s complaint handling.
The landlord’s response to reports of a leak.
The complaint is about: The landlord’s handling of the resident's application for succession of tenancy and the quality of customer service provided by the landlord. The landlord’s handling of a gas safety check. The landlord’s handling of the resident's complaint.
The complaint is about: The managing agent’s communication with the resident after he informed it in February 2018 he was no longer living at the property. The managing agent’s request to the resident concerning charges at the end of the tenancy. The managing agent’s handling of the associated complaint.
The complaint is about the landlord’s: provision of information about the defect period provided to the resident when purchasing the property. provision of information about the location of the car parking space at the property provided to the resident when purchasing the property. response to the resident’s repair reports concerning the heating and hot water system at the property. complaints handling.
The complaint is about the following issues: The landlord’s response to reports of issues with the heating and hot water system, in particular, its handling of a water outage in January 2020. The landlord’s handling of heating and hot water issues prior to 2019. The landlord’s handling of cyclical work. The landlord’s response to a request for compensation in relation to the heating and hot water issues. The landlord’s response for a request of a refund of 33% of the management fee form 2012-19. The landlord’s response to the resident’s report of experiencing difficulty getting hot water in his property after his engineer adjusted the bypass valve. The estate losing its dedicated Property Management Officer (PMO). The landlord’s response to queries about the outstanding works to the heating and hot water system from August 2020 onwards.
The resident complains about the garden fence that the landlord provided, its subsequent decision not to replace this with the same type that had been provided to neighbours, and its communication with her when she raised these concerns.
This complaint is about the landlord’s handling of: the resident’s reports of fence repairs; the resident’s reports of damage to her carpet; the related complaint.