Housing Ombudsman Decisions

The complaint is about the landlord’s handling of repairs to the exterior of the property including to the windows, paintwork, front door and bin storage.

REPORT COMPLAINT 202016312 Metropolitan Thames Valley Trust 25 May 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]

The complaint is about the landlord’s: Handling of the resident’s reports of a noise nuisance by her neighbour. Complaint handling.

The complaint is about the landlord's handling of the resident’s report of a leak from the property above and the subsequent damage caused to her property.

The complaint is about the landlord’s handling of a refund into the resident’s rent account.

This complaint is about: The landlord’s handling of deficient insulation around the property’s extension; The landlord’s handling of upgrades and repairs to the property’s central heating; The landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s report of a repair needed to the driveway.

The complaint concerns: the landlord's response to the resident’s reports of an issue with the upstairs neighbour’s floorboards and associated noise nuisance.

The complaint is about the landlord’s handling of the resident’s reports of the kitchen being in disrepair.

This complaint is about: The landlord’s response to the resident’s concerns around the condition of the property’s rear garden; The landlord’s complaint handling.

The complaint is about the landlord’s: Response to the resident’s reports of repairs required to the windows at the property. Response to the resident’s reports of repairs required to the roof at the property. Complaints handling.

The complaint is about the landlord response to the resident’s reports of: The misuse of parking bays. Noise nuisance and antisocial behaviour (ASB).

This complaint is about the landlord’s handling of: the resident’s reports of damp in his property; the resident’s request to be re-housed; the related complaint.

The complaint is about: The landlord's handling of reports of cold and draughty rooms. The landlord's handling of reports of other defects. The Ombudsman has also considered the landlord’s complaint handling.

REPORT COMPLAINT 202104074 Croydon Council 13 May 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 is set […]

The complaint is about: The level of compensation offered by the landlord for its handling of a water leak into the resident’s property. The landlord’s record keeping and complaint handling.

The complaint is about: The landlord’s response to the resident’s reports about a leak in the property. The landlord’s complaints handling.

This complaint is about the landlord’s handling of: the resident’s reports of mould growth in her property; the related complaint.

The complaint is about the landlord’s: Handling of a repair to the resident’s toilet. Complaint handling; specifically how long it took to respond at stage two of the complaints procedure.

The resident complained of delay and poor-quality work by the landlord in its installation of a level access shower.

The complaint is about the landlord’s handling of the resident’s concerns about garden maintenance.

The complaint is about the landlord's handling of the resident's concerns about the safety of her garden.

The complaint is about the landlord’s response to a contaminated water tank. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of repairs to the resident’s balcony window.

The complaint concerns: The landlord's response to the resident's reports of banging and dripping noises from the pipework in the property. The associated formal complaint into the matter.

The complaint is about the landlord’s handling of the resident’s concerns with a gas safety certificate.

The complaint is about the landlord’s management organisation’s handling of the resident’s complaint about repairs to the gutters in her property.

The complaint is about: The landlord’s decision not to provide the resident with a designated parking space, following its error in advising that the property came with designated parking. The landlord’s complaints handling.

The complaint is about the landlord’s handling of the resident’s reports of damage to kitchen flooring and cold draughts from the kitchen and the bedroom windows.

The complaint is about the landlord’s handling of: Window repairs. The associated complaint.

The complaint is about: The landlord’s handling of the resident’s reports regarding noise nuisance and trip hazards from its lack of repairs and maintenance to communal guttering. The landlord’s handling of the associated complaint and record keeping.

The complaint concerns: The landlord’s handling of the resident’s reports of anti-social behaviour from his neighbour. The landlord’s handling of counter-allegations of anti-social behaviour against the resident. The landlord’s complaint handling.

The complaint is about the landlord’s handling of:

The complaint is about the landlord’s response to the resident’s reports of: Water ingress to the front of the property via the roof. Water ingress to the rear of the property via a window.

The complaint is about the landlord’s response to the resident’s reports regarding its contractor’s attendance at his property. The complaint is also about the landlord’s complaints handling, in particular its response times.

The resident complains about the landlord’s handling of her concerns regarding damp and mould at her property.

The complaint is about: the landlord’s handling of the resident’s reports concerning antisocial behaviour from his neighbour. the landlord’s complaint handling.

The complaint is regarding the landlord’s response to the resident’s: Reports of a roof leak. Reports of a drainage issue in her kitchen. The Ombudsman has made a finding regarding the landlord’s handling of the resident’s complaint.

The complaint concerns the landlord’s handling of the resident’s report of theft of his bike from the property car park.

The resident complains about the landlord’s handling of their complaint and compensation claim in relation to a number of leaks into the property.

This complaint is about the landlord’s handling of the re-plastering and associated works at the resident’s property.

This complaint is about: The landlord’s handling of the resident’s requests for supporting information about its costs following an increase in her service charge; The landlord’s complaint handling.

The resident’s complaint is about the landlord’s handling of repairs to the property. The landlord’s complaint handling has also been considered.

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

The complaint is about the landlords handling of repairs to a broken skylight following a storm in January 2020.

REPORT COMPLAINT 202102407 Flagship Housing Group Limited 26 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: Handling of repairs to the heating and hot water system. Complaints handling.

The complaint is about: The landlord’s handling of the resident’s reports of damp at her property. The landlord’s handling of repairs required to the drainage system.

The complaint is regarding: The landlord’s response to the resident’s report of a leak in her property. The landlord’s handling of the resident’s reports of damp and mould in the property. This Service has also made a separate finding regarding …

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 […]