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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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Community Gateway Association Limited (202006096)

The resident has complained about: The time taken to respond to reports of a beeping fire alarm. Contractors visiting without notice. The standard of cleaning in communal areas, including the inadequate use of Personal Protective Equipment (PPE). The landlord’s response to reports about the communal door being left open. The management of the refuse store. The frequency of service charge invoices and account statements. The handling of ongoing anti-social behaviour from a neighbouring flat. The landlord’s decision to not repair or compensate for interior decoration following a leak from the roof.

Habinteg Housing Association Limited (202016207)

The complaint is about the landlord’s response to the resident’s: Request to repair the cladding on the property. Request to repair the fan in the downstairs toilet in order to prevent smells entering the property. Request to install a lever tap and a handrail following an Occupational Therapist’s recommendation. Concerns regarding the conduct of its contractors.

Hastoe Housing Association Limited (202011428)

The complaint is about: The landlord’s response to the resident’s reports of ASB. The landlord’s response to the resident’s requests for a copy of her tenancy agreement. The landlord’s handling of the resident’s complaint.

Hyde Housing Association Limited (202000411)

This complaint is about: The landlord’s response to the resident’s reports of water ingress in her lounge in 2018. The landlord’s refusal to consider the resident’s complaint of 4 April 2020 about the level of compensation it had offered in response to her complaint about the water ingress in her lounge in 2018.

LiveWest Homes Limited (202007797)

The complaint is about the landlord’s: Response to the resident’s concerns regarding defects which she had reported in respect of the property. Response to the resident’s concerns regarding high energy costs. Response to the resident’s concerns regarding staff conduct. Complaint handling.

London & Quadrant Housing Trust (201912002)

The complaint is regarding: The landlord’s handling of repairs to the resident’s underfloor heating system and its subsequent offer of compensation. The landlord’s decision to offset some of the compensation awarded to the resident against her rent arrears. The landlord’s complaint handling.

Longhurst Group Limited (202002782)

This complaint is about the landlord’s handling of arrears on the resident’s rent account and the support offered in respect of the resident’s mental health concerns. The resident’s concerns were dealt with over six separate complaints: The landlord’s handling of the resident’s Section 21 notice in August 2019 and the arear proceedings (3778972). The level of support the landlord offered to the resident in relation to his mental health (Landlord’s  reference 3778972). How a member of the landlord’s staff handled a call with the resident regarding his rent account on 12 May 2020 (Landlord’s reference 3769803) and the content of the landlord’s follow up letter of 14 May 2020 (Landlord’s reference 3774431). A member of the landlord’s staff refusing to read the resident’s letter during a meeting with him on 1 October 2019. (Landlord’s reference 3724824). The landlord pursing the resident for court costs (Landlord’s reference 8499598). This complaint is also about the landlord’s response to reports of repairs to the resident’s front door.(Complaint reference 3774252).

Newlon Housing Trust (202012890)

The Complaint is about the landlord’s response to residents’ reports about: Repairs to the kitchen at the property including cupboards, mixer tap and linoleum flooring. Repairs to the electric cooker. The landlord’s complaint handling.