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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 type

Complaint Category

Outcome

Tenure

Orders

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Hyde Housing Association Limited (202008966)

The complaint is about the level and reasonableness of service charges at the property, including, and in particular, in relation to fire and safety charges and the landlord’s administration of the service charge account overall, including it charging for services not received and making errors in its calculations and charging between 2018-2021. The complaint is also about the landlord’s communication in respect of the service charge account and its subsequent handling of the complaint.  

Metropolitan Housing Trust Limited (202010783)

The complaint is about the landlord’s: Response to the resident’s concerns that its contractors had not adhered to Covid-19 safety measures when working in her property. Response to the resident’s concerns regarding missed and unannounced appointments by its contractors. Response to the resident’s concerns that cooking facilities were not provided during works to her kitchen. Complaint handling.

Onward Homes Limited (202016955)

The complaint is about the landlord’s response to the resident’s report of the behaviour of its staff during an inspection of his property.

Optivo (202014196)

The complaint concerns the amount of time taken by the landlord to complete repair works to the resident’s bathroom.

Peabody Trust (202102862)

The complaint is about the landlord’s handling of the resident’s complaint about his housing transfer application.

Southwark Council (202013386)

The complaint is about the landlord’s: Handling of the resident’s reports of no heating or hot water in the property between September 2019 and December 2020. Handling of more recent reports of no heating or hot water after December 2020. Associated complaint handling.

Camden Council (202005428)

REPORT COMPLAINT 202005428 Camden Council 11 August 2021  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 set […]

Midland Heart Limited (202011784)

REPORT COMPLAINT 202011784 Midland Heart Limited 21 December 2021   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 […]