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 202228567 Sanctuary Housing Association 9 July 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 is […]
The complaint is about the level of compensation the landlord offered the resident in relation to its handling of: Various repairs to the windows, doors, plaster, roof and pipework at the property. The complaint handling.
The resident’s complaint is about the landlord’s handling of: Repairs to damage caused by its operative. Damp and a pest infestation in the property.
The complaint is about the landlord’s handling of the resident’s Reports of antisocial behaviour (ASB). Concern about the cleanliness of the communal areas. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of leaks into her property from an upstairs flat and the subsequent damage caused. The Ombudsman has considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: Damp and mould repairs. The associated complaint.
The complaint is about the landlord’s handling the resident’s reports of repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about outstanding repairs and decoration following damp and mould work at the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Report of required window repairs, causing a loss of heat and increased energy costs. Report of damp. Report of a leak in the utility room. Request to move to a more suitable property. Formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of required repairs. Complaint. The Ombudsman has also considered the landlord’s record keeping.