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 a soil pipe backing up, including whether the landlord should have prevented this from happening and the resident’s belongings being damaged. Transfer request.
The complaint is about: The landlord’s handling of repairs to the communal floor area. The availability of the Scheme Manager.
The resident has complained about: The landlord’s response to reports of a roof leak, damp, and mould. The associated complaint handling.
The complaint is about automated messages sent to the resident by the landlord regarding rent arrears.
The resident’s complaint is about: The level of rent for the property. The landlord giving him a new tenancy agreement when he transferred to the property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of damp and mould between September 2022 and July 2023.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould in her property. Unacceptable staff conduct. Her request for reasonable adjustments. Unannounced visits from contractors to carry out works. The condition of her property, following a decant, including repairs to the heating system and damage to her carpet and sofa. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a rodent infestation and the associated repairs to address the issue.
The complaint is about the landlord’s handling of: Service charges relating to repairs to communal lights and pest control. The resident’s report of damage having been caused to her satellite dish by its contractors. The Ombudsman has also considered the landlord’s complaint handling.
The complaint concerns the landlord’s: Handling of the resident’s request for a replacement kitchen. Complaint handling.