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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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Hammersmith and Fulham Council (202213657)

The complaint is about the landlord's handling of the resident’s request for repairs to her balcony flooring. The Ombudsman has also considered the landlord’s complaint handling.

Lambeth Council (202208047)

The complaint is about the landlord’s handling of: A vulnerability assessment of the resident and their property. Repairing and replacing the resident’s front door. Requests for adaptations at the resident’s property (handrails and a wet room). The associated complaint.

London & Quadrant Housing Trust (L&Q) (202215520)

The complaint is about the landlord's handling of: the resident's report of damp and mould issues throughout the property including issues related to the condition of the windows and doors. the resident's report of repairs to heating and hot water system. the resident's report of repairs to bathroom. the resident's report of repairs to kitchen. the complaint and financial redress.

Peabody Trust (202120342)

The complaint is about the landlord’s: Response to reports of damp and mould in the property. Knowledge and information management (KIM). Complaint handling.

Regenda Limited (202113848)

The complaint relates to the landlord’s: Response to the resident’s concern over bandings for allocating properties under Home Choice.  Handling of repairs to the property in: 2020/2021. 2021/2022. Handling of reports of a mouse infestation. Handling of the resident’s complaint.

Rooftop Housing Association Limited (202203134)

The complaint is about the landlord’s handling of reported issues with the resident’s garden. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.

Shepherds Bush Housing Association Limited (202124434)

The complaint is about: The resident’s reports of the landlord’s handling of fire safety concerns within the building. The resident’s reports concerning repairs to the fire doors. The resident’s reports concerning the lack of consultation under Section 20 of the Landlord and Tenant Act 1985, and the standard of Automatic Opening Vent (AOV) works from 2019. The resident’s reports of the landlord’s handling of the cleaning services within the communal areas. The landlord’s complaint handling.

Slough Borough Council (202113255)

The complaint is about the landlord’s handling of: Repairs following a water leak affecting the resident’s property. Communication and the associated complaint.