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.
REPORT COMPLAINT 202232323 Norwich City Council 30 August 2024 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine whether […]
The complaint is about the resident’s reports of: A request for a refund for stolen parcels. The level of security provided by the landlord’s concierge office. The landlord’s communication regarding its concierge office closures.
The complaint is about the landlord’s response to: The resident’s reports of leaks and mould in the property’s bathroom. The associated formal complaint.
The complaint is about: The landlord’s response to the resident’s reports of repairs to the windows within the property. The landlord’s response to the resident’s reports of damp and mould.
The complaint is about the landlord’s response to the resident’s reports of repair issues in her property.
The complaint is about the landlord's handling of: A boiler replacement. Issues with the resident’s electricity supply. A leak through the resident’s living room ceiling. The resident’s associated complaint.
The complaint concerns the landlord’s handling of the resident’s reports of a leak from the property above her. This report has also considered the landlord’s: Record keeping. Complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the communal lift. The resident’s reports of repairs to the intercom and main entrance door. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Request for adaptations. Reports of required repairs. The Ombudsman has also considered the landlord’s: Handling of the management home move. Complaint handling. Record keeping.
The complaint is about the landlord’s handling of reports of no heating or hot water at the property. The Ombudsman has also considered the landlord’s handling of the associated complaint.