Housing Ombudsman Decisions

The complaint is about the landlord’s handling of the resident’s report of excessive cold in the property due to a draught from the front door. We have also looked at the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of the resident’s concerns about the standard of its ground maintenance service. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s concerns regarding: Planned upgrade work to his kitchen. Damage to his washing machine. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of:

The complaint is about the landlord’s handling of the resident’s: Concerns about his service charge. Request for information. The Ombudsman has also looked at the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

This complaint is about the landlord’s response to the resident’s complaint about its handling of repairs and request for compensation for failed appointments.

The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).

The complaint is about the landlord’s response to: The resident’s request for insulation. The associated complaint.

This complaint is about the landlord’s handling of: Repairs to the communal door entry system to the resident’s block. The resident’s reports of antisocial behaviour (ASB) by her neighbour.

The complaint is about the landlord’s handling of concerns about inadequate wall insulation.

The complaint is about the landlord’s response to the resident’s request for compensation for damaged possessions.

The complaint is about the landlord’s handling of the resident’s concern that the cavity wall insulation had collapsed, resulting in heat loss and high energy bills. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s: concerns about the property being cold. complaint.

The complaint is about the landlord’s response to the resident’s reports that its heating system impacted his energy bills. The Ombudsman has also considered the landlord’s: Complaint handling Record Keeping

The complaint is about the landlord's handling of the resident's move to her current property.

The complaint is about the landlord’s: Response to the resident’s queries and concerns around heating bills. Response to some related welfare issues (the resident’s concerns about unfair treatment and his requests for a reasonable adjustment). Complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of: Leaks into her property from an upstairs neighbour, subsequent damage, and damp issues. Request for an internal housing transfer.

The complaint is about the landlord’s handling of heating repairs and the resident’s request for compensation.

The complaint is about the landlord’s handling of a leak in the property and associated repairs.

The complaint is about the landlord’s response to the resident’s concerns about her service charges. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould in the property. A missing cooker connection. We have also considered the landlord’s response to the associated complaint.

The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of heater replacement work.

The complaint is about the landlord’s handling of repairs to the property. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) by a neighbour. Reports about CCTV cameras and a security light installed by a neighbour. Associated complaint.

The complaint is about the landlord’s handling of the resident’s shared ownership property purchase.

The complaint is about the landlord’s handling of reports of asbestos, damp and mould.

REPORT COMPLAINT 202232040 Estuary Housing Association Limited 16 June 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]

The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) caused by a neighbour. Reports about overgrown bushes and required repairs to the side entrance gates.

The complaint is about the landlord’s response to the resident’s: Service charge enquiries. Reports of communal repairs. We have also investigated the landlord’s complaint handling.

This complaint is about the landlord’s handling of the resident’s reports about: Aids and adaptations. Staff conduct. Fence repairs.

The complaint is about: The landlord’s handling of the resident’s reports of blocked drains and smell of chemical fumes within the property. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of Antisocial Behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.

This complaint is about the landlord’s handling of: The resident’s reports of subsidence and the associated repairs. The resident’s reports of damp and mould in the property. The resident’s request for it to install a driveway. The associated complaint.

The complaint is about the landlord’s handling of the resident’s: Request for a property move. Reports of antisocial behaviour (ASB). Request for compensation following a leak at the property. Associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of a leak in his property and the associated repairs.

The complaint is about the landlord's response to the resident's reports of a latent defect, which caused a leak in the bathroom.

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of beetles in the property. The Ombudsman has also considered the landlord’s record keeping.

The complaint is about the landlord’s response to the resident’s concerns about the rear external door and windows. We have also investigated the landlord’s complaint handling.

The complaint is about the landlord’s: Handling of the resident’s reports of noise from the flat above. Complaint handling.

This complaint is about the landlord’s handling of a roof repair.

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Formal complaint.

The complaint is about the landlord’s handling of the resident’s: Reports about the condition of the property. Concerns about the heating system. Requests to install a log burner. Associated complaint.

The complaint is about the landlord’s handling of a window repair.

The complaint is about the landlord’s handling of the resident’s reports regarding the loss of her possessions. The Ombudsman has also investigated the landlord’s handling of the complaint.

The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour.

The complaint is about the landlord’s handling of the resident’s stay in temporary accommodation, including its decision not to grant this as a permanent tenancy.

The complaint is about the landlord's handling of repairs following a burst water pipe.