Housing Ombudsman Decisions

This complaint is about: The level of a service charge, following the time taken to set up a service charge account. The redress offered to the resident, following a complaint about the time taken to set up the service charge …

This complaint is about the landlord’s decision to withdraw its discretionary offer to the resident of a management transfer to another property.

The resident’s complaint concerns: The landlord's response about the standard of cleaning and ground maintenance in the communal areas. The landlord’s complaint handling.

The complaint is about the landlord’s response to the residents reports of: Anti-social behaviour (ASB) including noise and nuisance and harassment. The landlord’s complaint handling.

The resident complains about: The landlord’s handling of repair works to the property, standard of the service provided in relation to this, and level of compensation offered. The lack of reimbursement for the costs incurred. The Ombudsman has also considered …

The resident has complained about the landlord’s handling of repairs to his balcony door.

The complaint is about the landlord’s handling of the resident's reports of defects at his new build property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s response to repairs in the resident’s property, in particular who is responsible for progressing an insurance claim.

The complaint is about the landlord’s handling of repairs to a fire door in the basement of the resident’s building, and the level of compensation offered by it to him for delaying this.

This complaint is about the landlord’s handling of:

The complaint is about the landlord’s handling of the replacement of the resident’s front door. Specifically, in regard to: the security grilles. a glass panel. the type of lock. associated complaint handling.

The complaint is about the landlord’s decision to ask the resident to remove CCTV.

The complaint about: The landlord’s response to the resident’s concerns about her boiler. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s handling of redecoration work to the resident’s hallway.

The complaint is about the landlord’s response to the resident’s request for repairs at the property.

The complaint is about the landlord’s: response to the leaseholder’s reports of water ingress from the roof of his two properties; complaints handling.

The complaint is about the landlord erroneously sending letters of tenancy breach and demand for payment in respect of water charges, and its handling of enquiries about these letters and the subsequent complaint.

The complaint is about the landlord’s response to the resident’s reports request for reimbursement of costs for repairs to the rear door at the property. The landlord’s complaints handling has also been investigated.

The complaint refers to: The landlord’s handling of the resident’s concerns about the location of the bin storage area, the standard of cleaning in the communal areas at his property and consequent request for a refund of his service charge. …

The complaint is about the landlord’s handling of soundproofing to the resident’s home.

This complaint is about the landlord’s response to ongoing mould and damp issues at the property.

The complaint is about the landlord’s response to the resident’s reports of an unknown smell in her home.

The complaint is about: The landlord’s handling of the resident’s reports of repairs to her front garden brick wall. The landlord’s handling of the associated complaint.

The complaint is about the level of compensation which the landlord offered for its acknowledged service failure in its response to the resident’s report of repairs in the kitchen. The complaint is about the complaint handling.

The complaint is about the landlord’s response to multiple repair issues reported by the resident. The landlord’s complaint handling has also been investigated.

The complaint is about the landlord’s: Response to the resident’s reports of a leak into the property. Complaint handling.

The resident complained about the landlord’s: Handling of his stay in its supported living accommodation. Response to his complaint and request for compensation.

This complaint is about the landlord’s: Handling of repairs to the resident’s specialist disabled toilet. Complaint handling.

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

This complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).

The complaint is about the landlord’s: Response to the resident’s service charge enquiries. Complaints handling.

This complaint is about how the landlord handled arrears on the resident’s rent account.

The landlord's response to the resident’s reports about the condition of his porch roof.

The complaint concerns the landlord’s response to reports of repairs required at the property and a bedbug infestation. The complaint is also about the landlord’s complaint handling.

The complaint is about: The landlord’s response to the resident’s reports of damp and mould in his property. The landlord’s response to the resident’s concerns about redecoration and refurbishment works in communal areas of his building. The landlord’s handling of …

The complaints are about: The landlord’s handling of repairs at the property following a loss of electricity. The landlord’s response to concerns raised by the resident in relation to: The conduct of its operatives and Covid-19 safety. Damage to goods …

The complaint is about the landlord’s handling of: the resident’s reports of damp and mould in her property. the resident’s concerns about anti-social behaviour, the information she was given about the property before moving in, staff conduct and asbestos in …

The complaint is about the landlord’s response to the resident’s concerns about a proposed decant and repairs to her property.

This complaint is about the landlord’s response to the resident’s reports of plumbing noise, and the level of redress it offered in response.

The complaint is about the landlord’s handling of the resident’s reports of a roof leak, causing damage to his ceilings. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The complaint is about how the landlord has handled repairs to the drainage at the resident’s property.

The resident complains about the landlord’s response to reports of cracks and structural issues at the property, and its handling of his formal complaints about the matter.

This complaint is about the landlord’s handling of the resident’s request for a reimbursement of inaccurate service charges she paid in 2016/17 and 2017/18.

The resident complains about the landlord’s handling of cracks and structural issues at the property, and its response to her subsequent formal complaints.

The complaint is about the landlord’s: Response to the resident’s concerns regarding service charges applied to her account. Complaint handling.

The complaint is about the landlord's handling of repairs to the resident's gas fire.

The complaint is about the level of compensation offered to the resident for repair delays and lack of communication.

The complaint is about the landlord’s response to the resident’s reports about:

The resident complained about the landlord’s response to reports about the condition of the property including: Boiler. Windows. Kitchen. External doors. Bathroom.

This complaint is about the level of redress the landlord offered following the resident’s complaint that it granted unauthorised access to his flat.