Arawak Walton Housing Association Limited (202423457)
The complaint is about the landlord’s handling of the resident’s reports of repairs including: A window. A bathroom leak. The associated damp and mould.
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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Clarion Housing Association Limited (202416025)
The complaint is about the landlord’s handling of the resident’s reports of: Damage to the garden steps. Subsidence in the garden.
Great Places Housing Association (202325078)
The complaint is about the landlord’s handling of defects in a new build property.
GreenSquareAccord Limited (202421830)
The complaint is about the landlord’s handling of the resident’s reports of: A pest infestation. Repairs, in particular: Repairs to the boiler. Damp and mould. A crack in the living room wall.
Homes Plus Limited (202447589)
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the complaint has also been considered.
London Borough of Hammersmith and Fulham (202321203)
This complaint is about the landlord’s handling of: Repairs at the property. Appointments. The associated complaint.
London Borough of Lewisham (202411470)
The complaint is about the landlord’s maintenance of the communal areas including: Drainage issues and pipes leaking sewage. Damp, mould and algae in communal areas including on the carpet. Trip hazards and crumbling stairs. Repairs to communal lighting. Repairs to guttering. Block cleaning and internal decoration. Pest control. The Ombudsman has also considered the landlord’s complaint handling.
Manchester City Council (202420395)
The complaint is about the landlord’s handling of repairs to the communal boiler.
Notting Hill Genesis (202315662)
The complaint is about the landlord’s response to: The resident’s reports of leaks, damp, and mould in the property. The resident’s concerns regarding her rent arrears. The Ombudsman has also investigated the landlord’s handling of the complaint. In its stage 2 response, the landlord acknowledged that the resident raised her dissatisfaction with the landlord’s handling of the issues on 22 August 2024 and it should have treated it as a complaint. It apologised for not doing so, which was reasonable. The landlord’s complaint responses were provided outside of its service level agreements. Therefore, it was reasonable for the landlord to acknowledge this in the responses and offer compensation. The landlord offered £50 for the overall delays. It acknowledged that while there were delays at stage 2, it did inform the resident of the need for an extension and provided the new date it would aim to respond by. This was also reasonable. In its stage 2 response the landlord appropriately outlined how some of the issues raised in the residents complaint fell outside of the scope of its investigation. It said this was because they were addressed as part of a previous stage 1 response in which she accepted £500 compensation. It said she did not escalate that complaint within 20 working days, which was in line with its policy. Overall, the landlord showed how it had aimed to manage the resident’s expectations by reasonably informing her of the stage 2 extension and outlining the scope of its investigation. These actions were in line with its policy and the Ombudsman’s complaint handling code. Where it failed to meet its service level agreements, it offered a proportionate amount of compensation to recognise the impact caused to the resident. As such, we have found reasonable redress in the landlord’s handling of the complaint.
Plymouth Community Homes Limited (202446159)
The complaint is about the landlord’s handling of: The resident’s reports of damp, mould and poor ventilation. The resident’s reports of an ant infestation. The resident’s concerns about patio repairs.