The Extracare Charitable Trust (202301221)
The complaint is about the landlord’s response to the resident’s concerns about staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
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.
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West Kent Housing Association (202307799)
The complaint is about the landlord’s handling of the resident’s: Request to be contacted by phone. Anti-social behaviour (ASB) case. Request to install a partition wall. Associated complaint.
Acis Group Limited (202229209)
The complaint is about the landlord’s response to the resident’s reports about anti social behaviour (ASB) from neighbours.
Clarion Housing Association Limited (202403888)
The complaint is about: The landlord’s handling of reports of damp and mould. The landlord’s handling of various communal repairs. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.
Hammersmith and Fulham Council (202310579)
The resident’s complaint is about the landlord’s handling of repairs to the boiler and her request for compensation for gas usage. The Ombudsman has also investigated the landlord’s complaint handling.
Islington Council (202303327)
The complaint refers to the landlord’s handling of reports about the balcony doors and the consequent water penetration. The Ombudsman has also considered the landlord’s: Complaint handling; and, Record keeping.
Karbon Homes Limited inc Byker Community Trust (202346160)
The complaint is about the landlord’s handling of the resident’s reports of a leak into the property and subsequent damp and mould.
Lewisham Council (202325844)
The complaint is about the landlord's handling of the resident’s request to remove a coal bunker from the front hallway.
Lincoln City Council (202222063)
The complaint is about the landlord’s handling of the resident’s: Reports of a missed appointment to uncap gas at a neighbouring property. Query relating to pets on the homefinder service. Reports of inappropriate responses from staff members. Query regarding the rent arrears procedure. Reports of dog related nuisance in communal areas. Reports of a communal door slamming causing a disturbance. Enquiry about the maintenance of leaves and gutters. Reports of repairs to the kitchen and communication about the kitchen refit. Reports of outstanding repairs to the bathroom including damp and mould. Associated formal complaint.
Livv Housing Group (202402811)
The complaint is about the landlord’s handling of: The resident’s report that it classed her as aggressive. The resident’s requests for repairs to the windows and doors. The resident’s reports of the conduct of the contractors sent to the property. The resident’s dissatisfaction with staff conduct, and its decision to restrict her contact with its staff members. The formal complaint. The resident’s reports that it did not take into account her personal issues when considering the complaint.