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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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Flagship Housing Group Limited (202304884)

The complaint is about: The amount of compensation offered by the landlord to replace damaged items. The landlord’s handling of repairs at the property to rectify the damp issue reported by the resident. The landlords decision to place a staff safety alert on the resident’s account. The Ombudsman has also considered the landlords response to the resident’s complaint.

Hightown Housing Association Limited (202229801)

The complaint is about: The landlord’s handling of the resident’s request for reimbursement of flooring and increased heating bills as a result of water penetration. The landlord’s handling of the resident’s reports of water penetration and damp following a leak. The landlord’s handling of the resident’s decant and his request for a permanent move.

Home Group Limited (202302337)

The complaint is about the landlord’s handling of the resident’s: concerns about its administration of the service charge accounts; concerns about the standard of services received for which they were charged; concerns about the communication and completion of its action plan, including usage of the guest room; associated complaint.

Leeds City Council (202234201)

The complaint is about: The landlord’s handling of a roof leak and associated remedial work. The conduct of a landlord contractor. The Ombudsman has also considered the landlord’s complaint handling in this case.

Lewisham Council (202313134)

The resident’s complaint is about the landlord’s: Response to the resident’s request for repairs to his windows, bathroom, pipes and guttering. Handling of the associated complaint.

London & Quadrant Housing Trust (L&Q) (202230499)

The complaint is about the landlord’s handling of the resident’s: enquiries into his 2021 to 2022 service charges final balance and statement, which included: concerns that the balance was not based on reconciliated accounts and showed a deficit. his request to inspect the supporting invoices. the managing agent’s decision to issue a section 20B notice and the landlord’s communication in relation to this. concern that he was not consulted about the night concierge service and associated service charges.