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: Conclusion that the garden was communal. Response to the resident’s request for a fence to be installed. Response to outstanding repair and maintenance issues. Record keeping. Complaint handling.
The complaint is about: The landlord’s response to the resident’s report of a lift breakdown. The landlord’s response to the resident’s concerns about fire safety. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs at the resident’s property. Handling of reports of pest infestation. Decision to offset rent arrears from the resident’s home loss payment. This Service has also considered the landlord’s complaint handling.
The resident has complained about: The landlord's response to her not being provided with a key to access the main building entrance door at the start of the tenancy and the knock-on effect this caused to rent arrears. The landlord’s handling of the signing of an application form for a grant. The landlord's request that she does not keep her front door open. The landlord's response to various reports of outstanding repairs within the property, specifically: a repair to a window. bathroom and kitchen works. peeling wallpaper. The standard of communal cleanliness. The landlord's complaints handling. The resident has also complained that the conduct of the landlord’s staff has been discriminatory.
The complaint is about the landlord’s handling of the resident’s reports of: Leaks into the living room and back bedroom causing damp. The standard of cleaning and maintenance of the communal area. Being charged for maintenance works for storm damage. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of water ingress into the property resulting in damp and mould. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.
REPORT COMPLAINT 202119661 London Borough of Hounslow 10 January 2024 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 handling of: external repair works including its level of communication; and the resident’s queries relating to a section 20 Landlord and Tenant Act 1985 (as amended) consultation. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of requests for information from its external insurance provider. The Ombudsman has also considered the landlord’s complaint handling.