Optivo claim to know the importance of living in a safe and secure environment and how this enables people to flourish. As one of the largest housing providers in the UK, Optivo 45,000 homes give 90,000 people in London, the South East and the Midlands, somewhere affordable to call their own. Optivo have growth plans as outlined in their Strategic Plan 2020-25, with ambitious plans to have started the construction of 7,000 new homes by 2025 (85% of which will be affordable).
RSH Strapline judgement
Provider: Optivo
Name or Reg Code change details: None
Regulatory code: 4851
Publication date: 15 December 2021
Governance grade: G1
Viability grade: V1
Regulatory route: Stability Check
Housing Ombudsman
This complaint is about the landlord’s response to the resident’s reports of mould in her property.
The complaint is about the way the landlord has handled the resident’s reports of antisocial behaviour (ASB).
This complaint is about the landlord’s response to water ingress into the resident’s bedroom, from a leak in a neighbouring flat, on 30 October 2020.
The complaint is about the landlord’s response to the resident’s request for compensation for her electricity bills and damaged goods following a leak.
The complaint refers to: The landlord’s response to the resident’s concerns about its allocation of parking bays and her request for a disabled parking bay.
This complaint is about the landlord’s handling of the resident’s reports of a leak into his property.
The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB) from her neighbour; response to the resident’s reports of overgrown bushes at her property; response to the resident’s request for the windows at her property to be replaced.
The complaint is about the landlord’s handling of the resident’s concerns regarding the condition of the property when she moved in, and the subsequent repairs carried out.
The complaint is about: The landlord’s decision to charge rent to the resident for her new property after this was let to her but before she moved in, while she was awaiting repairs there. The landlord’s handling of the resident’s reports regarding the condition of her new property when this was let to her.
The complaint is about the landlord’s response to the residents reports of anti-social behaviour (ASB) including drug use and drug dealing at the property.
The complaint is about the landlord’s response to the resident’s reports about: the tenancy agreement containing additional terms to a draft tenancy agreement provided during the application process. his consequent dispute of an obligation to make payments for heating and hot water. loss of heating and water compensation. The Ombudsman has also considered the landlord’s complaint handling in this case.
The complaint refers to:
The complaint refers to the landlord’s handling of the resident’s reports of: noise nuisance from a community centre beneath her property. pest issues and repairs to her property.
The complaint is about the landlord’s: Handling of the end of the resident’s tenancy following her death. Requests to speak with the resident following her death.
The complaint is about: The landlord's response to reports of rubbish left in the communal areas, which caused an infestation of flies.
The resident complains about: The landlord’s handling of a Discretionary Housing Payment (DHP) application; text messages sent by the landlord; historical rent arrears; increasing rent arrears, and; complaint handling
The complaint is regarding how the landlord responded to the resident’s reports of a leak at his property.
The resident’s complaint is about the landlord’s handling of her complaint about Anti Social Behaviour (“ASB”).
This complaint is about the landlord’s handling of: the resident’s request for adaptations to the property; the resident’s request for a property transfer; the related complaint.
The complaint is about: The landlord’s handling of the resident’s reports of excessive noise transference from a neighbouring property. The landlord’s complaints handling.
The resident has complained about: The landlord’s response to requests for information supporting the service charges. The landlord’s organisation of resident meetings. The landlord’s handling of parking at the development, and the associated gate repairs. The landlord’s response to concerns about the quality of the communal gardening and cleaning services. The landlord’s response to reports about a roof leak.
The complaint is about: The landlord’s handling of the resident’s reports of knotweed in her garden. The condition of the kitchen when the resident moved into the property, and the landlord’s response to the resident’s request to renew it. The landlord’s handling of repairs to the resident’s kitchen. The landlord’s handling of repairs to the resident’s front door and toilet. The landlord’s handling of the resident’s request for repairs to her windows.
The complaint is about the landlord’s handling of repairs to a heating system.
The complaint is about: The landlord's handling of the resident’s reports of antisocial behaviour (ASB). The resident’s request for a housing transfer.
This complaint is about the landlord’s handling of the resident’s reports of noise nuisance.
The complaint is about the landlord’s response to the resident’s reports of leaks into her property and into the building and communal areas.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (‘ASB’) from his neighbour (‘Mr. A’).
The complaint is about the level of compensation offered by the landlord for its handling of repairs following a leak.
The complaint was about the landlord's response to the resident’s request for redress for a delayed roof repair.
REPORT COMPLAINT 202002957 Optivo 27 April 2021 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 is set out […]
The complaint is about:
The complaint is about the landlords handling of the resident’s request for a fence.
This complaint is about: The landlord’s handling of the resident’s reports of Anti-social behaviour by his neighbour and their partner. The landlord’s response to the resident’s request for a housing transfer. The resident’s request for compensation for redirection of post and for additional locks he fitted to his front door.
The complaint is about the landlord’s: Response to the resident’s reports of issues with noise transference at the property. Response to the resident’s reports of issues with the bathroom at the property. Complaints handling.
This complaint is about the landlord’s response to the resident’s concerns about its handling of repairs to the resident’s property relating to the roof, the boiler, and the bathroom plumbing. The report will also address the landlord’s complaint handling.
REPORT COMPLAINT 202009764 Optivo 3 June 2021 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 is set out […]
The complaint is about: The landlord’s response to the resident’s reports of a faulty intercom entry system. The landlord’s response to the resident’s reports of a faulty communal front door lock. The landlord’s response to the resident’s reports of an unusable communal bin store. The landlord’s handling of the associated complaint.
The complaint is about: the landlord’s response to the resident’s reports of damp and mould in the property; the landlord’s response to the resident’s concerns over subsidence to the building; the landlord’s handling of the corresponding complaint.
REPORT COMPLAINT 202006395 Optivo 22 April 2021 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 is set out […]
The complaint is about the landlord’s: Handling of repairs to the resident’s former property. Response to the resident’s request for a property transfer.