Housing Ombudsman Decisions

REPORT COMPLAINT 201913343 Octavia Housing 14 April 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 […]

REPORT COMPLAINT 201810771 Clarion Housing Association Limited 12 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]

This complaint is about the landlord’s response to the resident’s reports of mould in her property.

The complaint is about the time taken by the landlord to activate the gas supply in the resident’s property at the beginning of the tenancy.

REPORT COMPLAINT 202003763 One Housing Group 14 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 landlord’s response to a leak at the property and its subsequent compensation offer.

The resident has complained about the administration of his rent account, specifically the handling of a housing benefit payment and the resulting rent arrears.

The complaint is about: the landlord’s handling of roof repairs. The complaint is also about the landlord’s complaints handling.

The complaint is about the landlord’s response to the resident’s reports about the condition of the shared garden.

The complaint is about the landlord’s handling of the resident’s reports of a leak in the bathroom causing mould, damp, and damage to the flooring.

The complaint is about the landlord’s: response to the resident’s reports about a rodent infestation in the loft above her property; complaints handling.

The complaint is about: the landlord’s handling of the resident’s request for a summary of the costs incurred in relation to the service charges for the period 2018 to 2019. the landlord’s complaint handling.

The complaint concerns the amount of compensation offered by the Landlord to the Resident for the distress and inconvenience caused by the lack of a reliable hot water supply for the period of 96 days.

REPORT COMPLAINT 202000780 Great Places Housing Group Limited 4 January 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]

The complaint refers to: The Landlord’s handling of the Resident’s request for the windows in her property to be repaired. The Landlord’s complaint handling of this matter.

The complaint refers to: The Landlord’s management of the Resident’s rent account. The Landlord’s complaint handling of this matter. The Landlord’s handling of repairs to the Resident’s hot water system and heating installations.

The complaint concerns the landlord’s responses to the resident’s enquiries about the refurbishment of his building.

REPORT COMPLAINT 201912882 Southern Housing Group 23 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]

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

The complaint is about how the landlord handled a boundary issue relating to the resident’s property.

The complaint is regarding the landlord’s response to the resident’s queries on the following: The status of her tenancy and the implications on her request for a transfer. Her application for the mutual exchange of the property. The handling of …

The tenant has complained that: The landlord has not resolved the reported damp and mould problem in the property (particularly the bedroom, living room and kitchen) The landlord has not installed the correct adaptation (a ramp to the front door) …

REPORT COMPLAINT 201910658 Hyde Housing Association Limited 22 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]

The resident complains about the landlord’s response to her concerns that it had not replaced her kitchen.

The resident complains about a number of errors in his service charge account and lack of information on how cleaning and gardening contracts were quoted and awarded.

The complaint is about the landlord’s handling of the resident’s: reports of water ingress into his property and the consequential repairs which were required; associated complaint and claim for compensation.

The complaint is about the landlord’s response to the resident’s concerns about the standard of cleaning in the communal area.

The complaint is about the landlord’s handling of the resident’s right to acquire the property, in particular, its failure to provide him reasons for the delay and also about its subsequent handling of the complaint.

The complaint is about the landlord’s handling of the installation of sound proofing in the resident’s building.

The complaint is about the landlord’s: Response to the resident’s request for certification demonstrating compliance with Government guidance on fire safety in relation to the building which he owns a property in. Complaint handling.

The resident complains about the level of compensation offered by the landlord in respect of excess water charges following a leak at the property.

The complaint is about the landlord’s: response to the resident’s reports of uneven floors at the property, complaints handling.

REPORT COMPLAINT 201914735 Peabody Trust 15 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]

The complaint refers to:

The complaint is about: the landlord’s response to reports of problems with the boiler; and complaint handling.

The complaint is about: The landlord’s handling of the resident’s reports of an ongoing leak to the roof of the property. The landlord’s handling of the resident’s requests for information for his insurance claim.

The tenant has complained that: The landlord took too long to investigate their reports of damp. The landlord has not completed all the repairs that resulted from the reports of damp.

REPORT COMPLAINT 201912937 East Devon District Council 7 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is […]

REPORT COMPLAINT 202004208 Lambeth Council 7 December 2020 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 refers to: The Resident’s concerns in relation to the level of her service charge. The Landlord’s explanation of the Resident’s service charge. The Landlord’s complaint handling of this matter.

The complaint is about the landlord’s handling of reports of Anti-Social Behaviour (ASB).

The complaint is about the landlord’s response to the resident’s request for updates about repairs needed to the estate.

The complaint is about the level of compensation offered by the landlord to the resident, following repair delays.

REPORT COMPLAINT 201914576 Bromford Housing Association Limited 1 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is […]

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

REPORT COMPLAINT 201805079 A2Dominion Housing Group 20 December 2019 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 […]