Housing Ombudsman Decisions

The complaint is about the landlord’s: Response to reports of recurring leaks from the flat above. Response to the noise from the flat above which was said to be due to the lack of sound proofing under the laminate flooring. …

The complaint is about: The landlord’s handling of reports of damp and mould in the property. The associated complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.

The complaint is about: The landlord’s handling of the resident’s reports of alleged antisocial behaviour (ASB) and noise nuisance. The landlord’s complaint handling has also been investigated.

The complaint is about the landlord’s handling of: The resident’s reports of the communal lifts within her block breaking down. The associated complaint. The Ombudsman has considered the landlord’s knowledge and information management.

The complaint is about the landlord’s handling of improvement works to a bathroom. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s: Handling of the Electrical Installation Condition Report (EICR). Complaint handling.

The complaint is about the landlord’s handling of outstanding repairs, including damp and mould. The Ombudsman has also considered the landlord's complaint handling.

The complaint is about the landlord’s: Handling of the resident’s reports of rats in the property. Response to the resident’s reports of a leaking toilet at the property. Handling of the associated complaint.

The complaint is about the landlords handling of the repairs to the resident’s radiators.

The complaint is about the landlord’s handling of repairs to the communal lift. The Ombudsman has decided to consider: The landlord’s record keeping. The landlord’s complaint handling.

This complaint is about the landlord’s: Handling of structural movement to the property’s extension; Response to the resident’s report of a flood; Response to the resident’s reports of leaks, damp and mould. The Ombudsman also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Reports of repairs, and the associated decant. Complaint.

The complaint is about the landlord's response to reports of a protruding gas pipe.

The complaint is about the landlord’s handling of outstanding repairs to the resident’s property, including the level of compensation offered. The Ombudsman has also investigated the landlord’s handling of the complaint.

The complaint is about the landlord’s handling of the ending of the resident’s tenancy.

The complaint is about the landlord’s handling of the resident’s: Request for window repairs. Request for ceiling repairs. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: The renewal works to the kitchen, bathroom, and downstairs toilet. The resident’s associated complaint.

The complaint is about the landlord’s handling of reports of no heating and hot water due to a faulty boiler.

The complaint is about the landlord’s: Response to reports of leaks. Response to the associated repair work from the leaks. Response to reports of groundwork defects in the garden. Handling of reports of settlement cracks. Handling of the resident’s queries …

The complaint is about the landlord’s handling of a leak in the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Reports of leaks during and after roofing works. Complaint.

The complaint is about the landlord’s handling of the resident’s reports about multiple outstanding repairs.

The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour. Complaint handling.

The complaint is about the landlord’s handling of the resident’s report about the conduct of a repair’s operative. The landlord’s complaints handling has also been investigated.

The complaint is about the landlord’s handling of: The resident’s reports of loss of heating and hot water in her property. The resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaints handling.

The complaint is about the landlord’s handling of the resident’s: Concerns about leaks, damp and mould, and the associated repairs. Request to move the radiators in the property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about: The landlord’s handling of repairs. The landlord’s response to the resident’s request for adaptations. The landlord’s response to the resident’s request for reasonable adjustments. How the landlord responded to the resident’s concerns about the Tenancy Management …

The complaint is about the landlord’s response to the resident’s concerns about the suitability of her kitchen. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: Reports of an ongoing leak. The resident’s complaint. The investigation also considers the landlord’s: Communication with the resident. Record keeping.

The complaint is about the landlord’s handling of reports of a defective kitchen window. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about: The landlord’s handling of the resident’s report of a leak at his property. The landlord’s complaint handling.

The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.

REPORT COMPLAINT 202119661 London Borough of Hounslow 10 January 2024 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: external repair works including its level of communication; and the resident’s queries relating to a section 20 Landlord and Tenant Act 1985 (as amended) consultation. The Ombudsman has also considered the landlord’s …

The complaint is about: The landlord's response to the residents reports of a leak in the bathroom and its handling of the associated repairs. How the landlord dealt with repairs to the internal kitchen fire door. The landlord's response to …

The complaint is about information the landlord provided about the applicant’s right to a mutual exchange. The Ombudsman has also considered the landlord’s knowledge and information management. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s: reports of anti-social behaviour (ASB). queries about the back garden boundary. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about the landlord’s: Response to the resident’s reports of ASB between May 2022 and August 2022. Response to the resident’s reports of noise nuisance from the property above. Complaint handling.

The complaint is about: The landlord’s response to the resident’s reports that she was experiencing noise nuisance and antisocial behaviour (ASB) from her upstairs neighbour. The landlord’s handling of the resident’s transfer request. The landlord’s complaint handling.

The complaint is about the landlord's handling of: The resident's reports of a toilet leak, and the subsequent damage to the kitchen. The resident's reports of damp and mould and the associated repairs. The resident's complaint and request for compensation.

This complaint is about the landlord’s: Response to the resident’s concerns about the property’s condition on letting. Complaint handling.

The complaint is about the landlord’s: Handling of the repair of leaks from the property above the resident. Handling of the repair of the resident’s bathroom and hallway ceilings damaged by the leaks.

REPORT COMPLAINT 202224181 Royal Borough of Kensington and Chelsea 5 December 2023 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 an application for help with water rates, including its communication. The associated complaint.

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

The complaint is about the landlord’s handling of: The resident’s reports of floods and concerns about drainage. The resident’s concerns about electrical faults. The resident’s complaints.

This complaint is about the landlord’s handling of the resident’s reports of water ingress at his property. The Ombudsman has also considered the landlord’s handling of the associated complaint.

The complaint is about the landlord’s handling of the resident's: Requests for major works information. Concerns about workmanship quality.

The complaint is about the landlord’s: Handling of repairs to fix a leaking roof. Complaints handling. Knowledge and information management.