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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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Clarion Housing Association Limited (202202310)

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould issues around the bedroom windows and associated damage to the wall and windowsill. Reports concerning the communal areas including the solar panels being defective and not good value for money, and concerns about the lifespan of the water tanks and expansion vessels being charged for through service charges. Request to install a gate to the front of the property. Request for a detailed breakdown of service charges over the last 5 years due to the fluctuating level of the charges. Query regarding the level of the service charge in 2020 which was higher than the estimated charges. Request to set up a residents’ committee. The associated complaint and the resident’s request for compensation.

Clarion Housing Association Limited (202126500)

The complaint is about the landlord’s response to the resident’s reports of a leak and subsequent handling of repairs to the ceiling. The Ombudsman has also considered the landlord’s complaint handling.

Longhurst Group Limited (202124154)

The complaint is about the landlord’s handling of: outstanding repairs to the property. a telephone call on 26 and 28 April 2022 regarding the rent account. The landlord’s complaint handling has also been investigated. The landlord’s knowledge and information management has also been investigated.

Abri Group Limited (202126676)

The complaint is about: The landlord’s handling of the resident’s concerns about the energy performance of the property including the cost to heat it and condition of the heating system. The landlords handling of the resident’s complaint.

Aster Group Limited (202116121)

The resident has complained about: the landlord’s handling of reports of issues with estate waste management, including its handling of littering and fly tipping. the landlord’s handling of her reports of washed laundry on balconies and walkways. the landlord’s handling of her request that all lease and tenancy agreements have consistent terms. the landlord’s handling of the complaint through its internal complaints process.

Birmingham City Council (202222264)

The complaint is about the landlord’s handling of roof leaks and resultant damage, including ceiling collapse. This service has also considered the landlord’s complaint handling approaches.

Darlington Borough Council (202206642)

The complaint is about: The landlord’s handling of an application for help with water rates, including its communication. The associated complaint.