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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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Metropolitan Thames Valley Housing (MTV) (202416043)

The complaint is about the landlord’s handling of: water leaks from above and subsequent damage to the resident’s property. damage to the resident’s possessions. the complaint. When Ms N contacted the landlord in April 2024, she said that she wanted to raise the matter as an “official complaint”. While the landlord responded to her correspondence at this time, it did not raise the matter as a complaint until the end of May 2024. That was only after Ms N made further contact. The landlord delayed further in its handling of the complaint as it did not provide its stage 1 response until 5 August 2024. That was far outside its 10-working day target set out in its complaints policy. It was appropriate that the landlord acknowledged complaint handling failings its stage 1 response. Its response at stage 2 of its complaints process was timely. Overall, the £145 the landlord awarded to the resident was fair recognition of the impact of its complaint handling delays and failings. For this reason, we have made a finding of reasonable redress by the landlord in its handling of the resident’s complaint.

Stonewater Limited (202306632)

The complaint is about the landlord’s: Decision to lock a communal lounge. Response to the resident’s concerns about dogs in the block. Handling of hot water repairs. Communication regarding a contractor appointment on 13 April 2023.

The Guinness Partnership Limited (202413283)

The complaint is about the landlord’s handling of the resident’s: request for compensation following a leak and pest infestation at his previous address. concerns about his move in May 2021 and the condition of his new home. reports of an issue with a payment system. request for a refund from his previous rent account. reports of bed bugs and damp and mould. We have also considered the landlord’s complaint handling.

London & Quadrant Housing Trust (202326939)

The complaint is about the landlord’s handling of repairs and redecoration works to the resident’s property following a leak, including: the balcony doors, the decking, as well as the ceiling and flooring. The Ombudsman will also consider the landlord’s handling of the resident’s complaint.

London Borough of Hammersmith and Fulham (202306618)

The resident has complained to the Ombudsman about: The condition of the previous property upon letting. The condition of the balcony in the previous property. The landlord’s handling of damp and mould at the previous property. The landlord’s handling of the transfer to the new property. The Ombudsman has investigated the landlord’s complaint handling.

Abri Group Limited (202314457)

The complaint is about the landlord’s response to the resident’s concerns about the standard of its repairs. This Service has also considered the landlord’s handling of the complaint.

Amplius Living (202329793)

The complaint is about the landlord’s handling of the resident’s concerns about the annual solid fuel safety check. The Ombudsman has also considered the landlord’s complaint handling.

Amplius Living (202424819)

The complaint is about the landlord’s handling of the resident’s concerns regarding: The condition of the property when let. Repairs.