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 202101483 Anchor Hanover Group 9 September 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 […]
The complaint is about the time taken for the landlord to inform the resident that a potential buyer had pulled out of the purchase of her property.
The complaint is about the landlord’s: Response to the resident’s request for an EWS1 form and works start dates. Response to the resident’s request to reimburse the fees she incurred in relation to the sale of her property. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns regarding the administration of service charges. Response to the resident’s concerns regarding the Neighbourhood Officer. Complaint handling.
The complaint was about the landlord's handling of the resident's: Reports of leaks in the property. Reports about a blocked kitchen drain. Reports of damage to the windows. Complaint and request for compensation.
It has been difficult to engage with the resident to clarify the issues which they wish to bring as part of this complaint. Since January 2021, in their contact with this Service, the resident has referred to the following complaints: A dispute about the boundary between their garden and their neighbour’s garden. The landlord’s handling of a Freedom of Information Act and the disclosure of the resident’s housing file. The landlord’s decision to restrict the resident’s contact with it and apply for an injunction. The issuance of a tenancy warning The handling of a right to buy application and the possible discount available for improvements carried out to the resident prior to purchasing the property. An issue relating to a ‘Better Homes Scheme’ Roof repairs The conduct of the landlord’s staff The landlord has also made us aware of the following complaints brough by the resident: A complaint about direct debit payments
The complaint is about: The level and reasonableness of the service charge. The landlord’s response to the resident’s enquiries about repairs to a dormer window at the building. The landlord’s response to the resident’s enquiries about repairs to a communal tap, pipe and guttering at the building. The landlord’s complaints handling.
The complaint concerns the landlord’s response to the resident’s requests for it to replace her poorly performing heating system.
This complaint is about the landlord’s handling of: a consultation with residents prior to the introduction of a parking control scheme; the related complaint.
The complaint is about the landlord’s decision not to repair or replace a front fence at the resident’s property.