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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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Dudley Metropolitan Borough Council (202307607)

The complaint is about the landlord’s: Response to the resident’s reports of dog fouling in communal areas of the property. Handling of the resident’s subject access request (SAR). Response to the resident’s reports about the condition of the kitchen walls when she moved in to the property. Handling of a lack of heating at the property when the resident moved in. Handling of repairs to the resident’s bathroom. Handling of repairs to the resident’s balcony. Handling of the resident’s reports that a fire door at the property would not close properly. Handling of the resident’s reports concerning the conduct of members of the landlord’s staff. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.

Gentoo Group Limited (202339892)

The complaint is about the landlord's handling of major repairs due at the resident’s property, including: The time taken to start the work. The landlord’s decision to decline the resident’s request for replacement like-for-like laminate flooring and to fully re-skim the walls. The Ombudsman has also considered the landlord’s complaint handling.

Luton Borough Council (202305069)

The complaint is about the landlord’s handling of the resident’s request for reasonable adjustments. This Service has also investigated the landlord’s complaint handling.

Moat Homes Limited (202226217)

The complaint is about how the landlord handled: The resident’s reports of the heating and hot water system not working properly. The resident’s reports of a pest infestation which she believed was also causing damage to electric cables and her kitchen. The resident’s reports of damp and mould in the property. The resident’s request for a management move. The resident’s report of anti-social behaviour (ASB). This Service has also considered the landlord’s complaint handling.

Nottingham City Homes Limited (202307947)

The complaint is about the landlord’s response to the resident’s request to carry out fencing works. The Ombudsman has also considered the landlord’s complaint handling.

Silva Homes Limited (202347386)

The complaint is about the landlord’s handling of the resident’s: Reports about damp and mould throughout the property. Reports about leaks into the bathroom and under the sink. Concerns about asbestos disturbance due to the leaks. Formal complaint.

Southern Housing (202229345)

The complaint is about the landlord’s: Handling of the resident’s concerns about the installation of communal CCTV and window cleaning at the property. Response to the resident’s reports that her neighbour was obstructing access to clean the windows. Response to the resident’s concerns that a good neighbourhood agreement had not been implemented. Handling of the resident’s request for the neighbours CCTV to be removed. Handling of installing a 6ft fence to separate the resident’s garden.  This Service has also considered the landlord’s handling of the complaint.

Thurrock Council (202127615)

The complaint is about: The landlord’s handling of a dispute around the communal garden. The landlord’s handling of ASB reports.

Wolverhampton City Council (202303993)

The complaint is about the landlord’s response to the resident’s reports about: His request to have a water meter. His request to have laminate flooring. Anti-social behaviour. The communal front door. The smell of cigarettes at the property. Staff conduct. In addition, the Ombudsman has also investigated: The landlords knowledge and information management. The landlord’s complaint handling.