Housing Ombudsman Decisions

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 regarding: The landlord’s response to the resident’s reports of a blocked drain. The landlord’s handling of the associated complaint. The Ombudsman has also considered the landlord’s record keeping in relation to this case.

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 complaint concerns the landlord’s handling of: repairs required to the garden wall of the resident’s property. The formal complaint into the matter.

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.

REPORT COMPLAINT 202100755 Haringey Council 5 October 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 […]

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.

REPORT COMPLAINT 202012576 Clarion Housing Association Limited 30 September 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 […]

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.

The complaint concerns: the landlord’s response to reports of a water leak from the overflow pipe. The landlord’s complaint handling.

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

The resident complains about: The landlord’s response to his report of repairs needed at the property which he considers should have been identified by the landlord’s mutual exchange inspection. How the landlord handled the formal complaint.

The complaint is about the landlord’s handling of concerns the complainant raised about succession rights.

The complaint is about: the landlord’s response to the resident’s reports of noise disturbance from the flat above her.

REPORT COMPLAINT 202005721 Shepherds Bush Housing Association Limited 29 September 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. […]

The complaint is about the landlord’s handling of boiler repairs at the property.

The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour (neighbour A). The effect of the ASB on the resident’s health.

The complaint is about the landlord’s response to a dispute over the maintenance of the garden area in the front of the resident’s property.

This complaint is about the landlord’s handling of: kitchen upgrade works to the resident’s property; the resident’s reports of repairs needed to her property; the related complaint.

The resident complains about how the landlord handled her reports of repairs needed to the wet room.

The complaint is about the landlord’s handling of tree maintenance next to the resident’s property.

The resident complained about the landlord’s response to her complaint about the condition of the property when first let and her associated request for compensation.

This complaint is about the landlord’s handling of: the resident’s reports of damp at her property and the related follow-on works; the related complaint.

The complaint concerns the landlord’s administration of the service charge account, specifically in respect of charges for communal works which were added to the 2018 service charge and were not needed and did not go ahead.

The complaint is about the landlord’s handling of the resident’s request for: A kitchen and bathroom refurbishment; and Repairs required to her bathroom. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of the resident’s complaint concerning a heating inspection at his home.

The complaint is about the landlord’s response to the resident’s reports about the external doors to the property. The landlord’s complaints handling has also been investigated.