Housing Ombudsman Decisions

The complaint is about the landlord’s handling of: the resident’s queries about the deficit charges added to the service charge accounts. the associated complaint.

The complaint is about the landlord’s handling of: the resident’s concerns about parking outside her home. the associated complaint.

The resident’s complaint is about the landlord’s response to her reports regarding damp and mould in her property.

The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour from an upstairs neighbour.

The complaint is about the landlord’s handling of: The resident’s concerns about the conduct of contractors. Repair of damage caused by contractors. The associated complaint.

The complaint is about the landlord’s response to the resident’s concerns about a water bill. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of noise nuisance and antisocial behaviour (ASB) from an upstairs neighbour.

REPORT COMPLAINT 202324032 Phoenix Community Housing Association (Bellingham and Downham) Limited 12 May 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]

The complaint is about: The landlord’s handling of the resident’s request for her roof to be replaced. The landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of concerns about an internal fire door.

The complaint is about the landlord’s handling of the resident’s: Reports of disrepair to the kitchen following a leak. Associated complaint.

The complaint is about the landlord’s handling of: The resident’s reports of concerns regarding the energy efficiency of the property. The resident’s reports of damp and mould.

The complaint is about the landlord’s handling of: Repairs to a wet room at the resident’s property. The associated complaint.

The complaint is about the landlord’s handling of repairs to the communal gates. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s service charge queries. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of noise nuisance caused by her neighbour.

The complaint is about the level of compensation offered by the landlord following completion of roof repairs on the resident’s property.

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

The complaint is about the landlord’s handling of the resident’s reports about: Mould in the property The condition of the kitchen

The complaint is about the landlord’s handling of the resident’s request for information about the reserve fund and increases to her service charge. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s request for repairs to the front and rear fences, and side gate.

The complaint is about the landlord’s handling of the resident’s reports of pests and the conduct of its contractor.

The resident’s complaint is about the landlord’s handling of reported damp and mould.

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

The complaint is about the landlord's response to the resident's concerns about her neighbour’s parking. The Ombudsman has also investigated the landlord’s handling of the associated complaint.

The complaint is about the landlord’s handling of requests for repairs to the bathroom.

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

The complaint is about the landlord’s handling of: Repairs to the resident’s boiler. Remedial repairs. The complaint. The landlord operates a 2 stage complaints process. It says it will acknowledge both stage 1 and 2 complaints within 5 working days. …

The complaint is about the landlord’s: Handling of the resident’s request to keep a dog in the property. Management of the resident’s rent account, including a service charge refund. We have also investigated the landlord’s complaint handling.

The resident’s complaint is about the landlord’s response to his reports of roof leaks and the associated works. In addition, we have considered the landlord’s handling of the resident’s complaint.

The complaint is about the landlord's handling of reports of antisocial behaviour (ASB). The Ombudsman has also decided to investigate the landlord’s complaint handling.

The complaint is about the landlord’s response to: The resident's reports of a rodent infestation. The resident's request to be moved.

The complaint is about the landlord’s handling of: Wet room repairs. The resident’s complaint.

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

The complaint is about the landlord’s handling of: The resident’s requests for explanations and evidence for increases to her service charge and the status of a reserve fund. The associated complaint.

The complaint is about: The landlord’s response to reports of damp and mould. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.

The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. Repairs to the windows. Repairs to the fence. The landlord’s complaint handling has also been considered.

The complaint is about the landlord’s response to the resident’s concerns about: Anti-social behaviour (ASB). Its members of staff’s behaviour. Outstanding repairs. This Service has also considered the landlord’s handling of the complaint.

The complaint is about: The resident's reports of faulty windows resulting in damp and mould. The resident's reports of faulty bathroom and kitchen fans. The resident's reports of poor complaint handling.

The complaint is about the landlord's handling of reports of damp and mould and the associated repairs.

The complaint is about the landlord’s handling of the resident’s request for: A radiator to be to be installed in her porch. Fencing to the back and side of the garden. We have also considered the landlord’s handling of the …

The complaint is about the landlord’s handling of the resident’s responsive repairs, including a paving slab to the front of the property and the rear garden fence.

This complaint is about the landlord’s response to the resident’s concerns about the condition of the property when it was let to her.

The complaint is about the landlord’s response to the resident’s request to buy the property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about: The landlord’s response to the resident’s reports of problems with her back garden. The landlord’s handling of the associated complaints.

The complaint is about the landlord's handling of the resident's requests to remove waste from the area surrounding her home. 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.

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

The complaint is about the landlord’s handling of: The resident's requests for repairs following a flood. The resident’s request for compensation for damage following a flood.

The complaint is about the landlord's: Handling of the resident's reports of a leak at his property. Complaint handling.