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.
REPORT COMPLAINT 202009910 Metropolitan Housing Trust Limited 25 April 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
The complaint is about the landlord’s decision to withhold a “responsible tenant reward” from the resident.
This complaint is about: The resident’s liability to pay for some of her service charges. A legal charge against the resident’s property. The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours. The landlord’s response to the resident’s allegations of racism by its staff.
This complaint is about: The process which led to the creation of the communal garden in 2015; The landlord’s response to the resident’s reports of anti-social behaviour (ASB) linked to the communal garden; The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of water ingress at his property.
The complaint is about: The allocation of a neighbouring flat in 2017. The landlord’s handling of the resident’s reports of anti-social behaviour from his neighbour. The related complaint handling.
The resident complains about the landlord’s handling of: a number of repairs in her property, and; her formal complaints. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord's response to: Outstanding repairs. Time taken to be decanted. Overcrowding in the property. The impact on the resident’s health and wellbeing. Damaged belongings.
The complaint is about: The landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB). The landlord’s handling of the resident’s outstanding bathroom repairs. The landlord’s handling of the resident’s request to be moved following an assault experienced. The landlord’s handling of the resident’s request for it to consider her medical circumstances for a property transfer. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint concerns how the landlord handled the resident’s reports of remedial works to her kitchen following a water leak from the property above.