Housing Ombudsman Decisions

The resident has complained that: The landlord has taken too long to resolve a fault with their heating system The landlord had taken too long to resolve a roof/ceiling leak

The complaint is regarding the landlord’s response to the resident’s reports of water ingress to her property.

REPORT COMPLAINT 202011700 Hinckley and Bosworth Borough Council 25 February 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 response to reports of Antisocial Behaviour (ASB), in particular, noise nuisance and sound transference and its subsequent complaint handling.

The resident complained about the landlord’s response:

The complaint refers to: The landlord’s handling of repairs to the resident’s property. The resident’s concerns relating to staff conduct.

REPORT COMPLAINT 202002366 Catalyst Housing Limited 23 February 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]

REPORT COMPLAINT 201915921 London and Quadrant Housing Trust 23 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]

The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to the heating system.

The complaint is about the landlord’s handling of the resident’s request to terminate her tenancy and her subsequent request for her tenancy to be reinstated.

The complaint is about the landlord’s decision to recharge the resident for repair costs following works on her boiler.

The complaint is about the landlord’s response to the resident’s report of disrepair in the property, primarily: The dormer windows not fitted correctly, allowing water ingress into his flat when open; The water leak into his flat; The front and …

The resident complains about the landlord’s delay in resolving a leak into the property, and its subsequent offer of compensation for this.

The complaint concerns: The landlord’s response to the resident’s request for bathroom and kitchen repairs. The landlord’s communication and complaint handling.

The complaint is about the landlord’s response to the resident’s request for information about the cladding on the building she resides in, to enable her to complete the sale of her shared-ownership home.

The complaint is regarding the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB) by his neighbour.

The complaint is about the landlord’s response to the resident’s reports of noise nuisance and other behaviour by a neighbour.

The complaint is about the landlord’s handling of: repairs to the resident’s windows and doors; complaints about intermittent hot water at the property; the associated formal complaint.

The complaint is about the landlord’s handling of reports of a backflow surge of water into the property and its response to the complaint.

The complaint is about the landlord’s response to the resident’s request for information to enable her to complete the sale of her shared-ownership home, including information about the cladding on the building she resides in.

The complaint is about how the landlord dealt with arrangements to carry out an annual gas safety inspection at the resident’s property.

The complaint is about: the landlord’s response to the resident’s reports of leaks into his property, including the conduct of its staff and damage to the property and his appliances; and the landlord’s handling of the resident’s complaints.

The complaint is about the landlord’s:

The complaint is about the landlord’s: Response to Government guidance on cladding in relation to the building the resident owns a property in. Response to the resident’s request to reimburse the costs which she had incurred in attempting to sell …

The complaint is about: the landlord failing to carry out void works prior to the resident moving into the property; the length of time it took the landlord to carry out repairs; the landlord’s communication, including complaint handling and staff …

The complaint concerns: The landlord’s decision to replace a double-glazed bedroom window, that it had installed at the resident’s property, with a single-glazed window following planning permission issues with the local authority. The landlord’s communication and complaint handling.

The complaint is about the landlord’s decision not to reimburse the resident for water costs she says she incurred as a result of its delaying in repairing the toilet water flush mechanism and then later paying compensation into her rent …

The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour and noise nuisance, and complaint handling.

The complaint is about the landlord’s:

The complaint is about: the landlord’s handling of works to the resident’s fence and gate. the landlord’s complaints handling.

REPORT COMPLAINT 201913961 Peabody Trust 29 January 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 decision not to: reimburse the resident £180 that he paid to have a repair carried out to the communal water tank in the building; offer compensation for the inconvenience caused.

The resident complains about the landlord’s response to his reports of damp and mould in the property.

The leaseholder complains about the landlord’s handling of: reports of a repair at his property, and; the subsequent formal complaint.

The complaint is about the landlord’s handling of the resident’s: report of a leak into his property; associated formal complaint.

The complaint is about the landlord’s handling of:

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

The complaint refers to: The Landlord’s response to an accusation of verbal abuse made against the Resident. The Landlord’s complaint handling of this matter.

The resident’s complaint is about the landlord’s response to his: Reports of issues with his water supply. Reports of a roof leak; and The associated complaint regarding these issues.

The complaint is about the landlord’s handling of the leaseholder’s: reports of a leak into the property and consequent damage; associated formal complaint

The resident has complained that: The landlord has not provided a reasonable explanation of, or supporting information for, the service charge items The landlord has increased the rent twice within a year The landlord has managed the rent account inappropriately …

The resident has complained about the landlord’s: response to her reports of damp and mould in her property; handling of a leak through her bedroom ceiling.

The complaint concerns: The condition of the property at the start of the tenancy and how the subsequent repairs were handled by the landlord. The level of compensation offered by the landlord.

The complaint concerns the landlord’s handling of remedial works at the property for mould and damp.

The complaint is about: the level of redress offered by the landlord in respect of its acknowledged failings in carrying out works at the property, the landlord’s response to the resident’s request for compensation in respect of the damaged carpet …

The complaint is about the landlord’s handling of the resident’s reports of other residents leaving items in the communal areas of the building.

The complaint is about the landlord’s handling of repairs required at the property; in particular, delay to inspection/repair of an airbrick in the bedroom and associated damp and mould inspection and treatment.

REPORT COMPLAINT 201914551 Hexagon Housing Association Limited 22 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]

REPORT COMPLAINT 202003390 Lambeth Council 20 January 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 complaint is about the lack of rent abatement for the period that the resident was temporarily decanted from her home.