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.
The resident’s complaint is about: The landlords handling of the resident’s dissatisfaction with the standard of communal cleaning. The landlords handling of the resident’s dissatisfaction with the grounds maintenance contract. The landlord's handling of the resident’s complaint and level of redress offered. The level of increase in service charges.
This is about the landlord’s handling of the residents request for an explanation of the difference between the estimated and actual charges for the financial years 2017/18, 2018/19 and 2019/20.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB) reported up to 19 March 2021; handling of the resident’s reports of ASB reported after 19 March 2021; response to the resident’s concerns that the landlord’s staff racially discriminating against her; complaint handling. The reports also examines the landlord’s consideration of the resident’s vulnerabilities.
The complaint is about the landlord’s: Decision making around a store cupboard in a communal area. Level of communication. Complaint handling.
This complaint is about the landlord’s: Handling of a management transfer from October 2019; Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about damaged internal doors; Response to the resident’s reports of defective windows; Handling of hallway decorating works; Response to issues raised at the start of the tenancy; Complaint handling.
The complaint is about: The level of compensation offered by the landlord in relation to the toilet repairs. The landlord’s handling of multiple repairs (including windows, front and rear doors, subsidence concerns and external cracks in the property). The landlord’s communication and handling of asbestos concerns. The landlord’s communication about the kitchen and bathroom upgrade scheme. The Ombudsman has considered the landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s: decision making around a storage cupboard n a communal area. level of communication. complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of condensation to the windows resulting in mould and rotten frames; Handling of the subsequent complaint.
This is about the landlord’s handling of: the resident’s complaint about a neighbour’s building works. the associated complaint.