Housing Ombudsman Decisions

REPORT COMPLAINT 202008234 Clarion Housing Association Limited 30 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]

REPORT COMPLAINT 202126515 Croydon Churches Housing Association Limited 23 October 2023 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 handling of: The resident’s rent account and its response to her request to write off rent arrears. The resident’s complaint.

The complaint is about the landlord’s: Response to the resident’s concerns about the safety of the communal staircase; Handling of repairs to the roof of the building; Landlord’s response to the resident’s reports of damage to the ceilings in her …

The complaint is about: The landlord’s handling of, and communication about, reports of outstanding repairs at the property specifically the pigeon proofing of the balcony and a broken vent in the bathroom. The landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of the resident’s concerns about communal repairs and communal cleaning. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: voluntary right to buy (VRTB) purchase of her property, repairs and other matters relevant to the process; associated complaints.

The complaint is about: The landlord’s handling of the residents reports of ASB, noise disturbance and racial abuse. The landlord’s handling of the residents request to be transferred to another property. This Service has chosen to investigate the landlord’s complaint …

The complaint is about the landlord’s: Handling of the window replacement works. Response to a leak affecting the property and the associated internal damage. Handling of the formal complaint in relation to the above mentioned matters.

The complaint is about: The landlord’s handling of repairs in the resident’s property. The landlord’s handling of the associated complaints.

The complaint is about how the landlord handled the resident’s: reports of repair for: the kitchen and lounge flooring; the cistern; the chipped sink and bath; the broken gate; damp and mould; the skirting board; and the subsequent complaint.

This complaint is about the landlord’s handling of: Reports of damp and mould within the resident’s home. Decanting the resident into temporary accommodation. Reports of pigeons nesting and defecating on the property. Reports of a neighbour’s overgrown garden. The resident’s …

The complaint is about the landlord’s response to reports of defects in the property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about: the landlord’s response to repairs to the fences and bin store. the associated complaint.

The complaint is about the landlord’s response to a report of a broken fence. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about: The landlord's response to a request to remove fly-tipped rubbish from communal areas. The standard of communal cleaning and maintenance. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of repairs to the resident’s shower.

This complaint is about the landlord’s handling of repairs to a communal front door. This investigation has also considered the landlord’s handling of the associated complaint.

The complaint is about the landlord’s response to the resident’s: Concerns about her neighbour’s dog. Query regarding the path at the side of the property. Reports of noise transference. Complaint.

The complaint is about the landlord’s handling of repairs to: the boiler; the kitchen tap.

The complaint is about: The landlord’s response to the resident’s reported sewage leaks. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.

The complaint is about: The landlord’s handling of reported heating issues in the property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: The repair to a leak over the resident’s front door. The withdrawal of a management move. The associated complaint.

The landlord’s handling of: Repairs to the toilet, bathroom extractor fan and a leak in the bathroom which resulted in damp and mould. The associated complaint

The complaint is about the landlord’s handling of the resident’s reports of a leak. The Ombudsman has also considered the landlord’s complaint handling and record keeping.

The complaint is about the landlord’s handling of reported issues with the resident’s garden. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.

The complaint is about: The resident’s reports of the landlord’s handling of fire safety concerns within the building. The resident’s reports concerning repairs to the fire doors. The resident’s reports concerning the lack of consultation under Section 20 of the …

The complaint is about the landlord’s actions following its dislodging of a BT cable affecting the resident’s property.

The complaint is about the landlord’s response to the resident’s reports of a structure built over the patio of a neighbouring property.

The complaint is about: The landlord’s handling of the resident’s reports of damp and mould following a leak, and her subsequent request for compensation. The landlord’s handling of the associated complaint.

The complaint concerns the landlord’s handling of the resident’s reporting of damp and mould at the property. This report has also considered: The complaints handling. The record keeping.

The complaint is about the landlord’s handling of: The resident’s reports of repairs to his heating and hot water/boiler. The resident’s complaint.

The complaint is about the landlord’s handling of the resident’s reports of the garden flooding, the associated works, and offer of compensation. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

REPORT COMPLAINT 202126628 Hyde Housing Association Limited 29 August 2023 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 request for information about his service charges and its handling of the associated complaint.

The complaint is about: The landlord’s handling of an interruption to the resident’s gas supply. The associated compensation request. Staff conduct.

The complaint is about the landlord's decision to remove the hardwired lifeline.

The complaint is about the landlord’s handling of the: kitchen flooring replacement works; and kitchen base units renewal works.

The complaint is about the landlord’s handling of reports of a foul odour at the property. This Service has also considered the landlord’s: complaint handling. record keeping.

The complaint is about the landlord's response to the resident’s: Reports of damp and mould as well as cracks in the walls of the property. Request for a permanent decant.

The complaint is about the landlord’s response to the resident’s: concerns about the price of their energy bills, following the installation of a new boiler. request for a replacement boiler. request to be moved from their property. associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of leaks, damp and mould in her bathroom and kitchen. The Ombudsman has also considered the landlord’s complaint handling and record keeping as part of the assessment.

The complaint is about the landlord’s handling of: Repairs to the resident’s windows. The associated complaint.

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

The complaint is about the landlord’s:

The complaint is about: the landlord’s handling of leaks in the property. the landlord’s handling of the complaint.

The complaint is about the landlord’s handling of the: Repairs to the property following a leak. A request for adaptations. The associated complaint.

The complaint is about the landlord’s response to reports of water ingress, damp and outstanding repairs at the property. The Ombudsman has also considered the landlord’s: record keeping, and; complaint handling.

The complaint is about: The landlord’s management of the service charge account for the property. The landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of: works to an overhanging tree; the resident’s request for turf to be re-laid; and the associated complaint.