Housing Ombudsman Decisions

The complaint is about the landlord’s handling of resident’s concerns about: Asbestos in the garden at the property and the delay and amount of compensation offered. The landlord’s complaint handling.

REPORT COMPLAINT 202012888 Clarion Housing Association Limited 15 February 2022 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 […]

This complaint is about the landlord’s handling of the resident’s anti-social behaviour reports.

The complaint is about the landlord’s handling of the installation of a new Air Source Heat Pump (ASHP) heating system, and the works which surrounded this.

The resident’s complaint is about the landlord’s response to a water leak. The Ombudsman has also considered the landlord’s complaint handling.

The complaint concerns the landlord’s: handling of the kitchen replacement works including its communication with the resident. response to the resident’s reports of staff attending his property without identification or prior notice. complaint handling.

The complaint refers to the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) from her neighbour and their partner. The associated complaint.

The complaint refers to the resident’s concern about the length of time it took the landlord to update its records following the sale of her property.

The complaint is about the landlord’s response to the resident’s reports of multiple repair issues at her property, including: a crack in the external wall of the property; a boundary wall in a state of disrepair; a roof leak. The …

The complaint refers to the landlord’s handling of: The resident’s reports of a blocked drain and his request for compensation. The associated complaint.

The landlord's handling of repairs to fix a leak in the property and subsequent reports of damage.

The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) from his neighbour. The associated complaint.

The complaint is about: The landlord’s handling of repairs to the resident’s storage heaters, immersion heater, and electricity meter. The landlord’s complaint handling.

This complaint is about how the landlord handled the resident's request that it dispense with the requirement to repay the Right to Buy (RTB) discount.

The complaint is about the landlord’s handling of works required at the property, specifically, the resident is dissatisfied with delay to carrying out works regarding a kitchen fan and the landlord’s communication around this. The complaint is also about the …

The complaint is about the landlord’s handling of the resident’s reports of a water leak from the property above.

The complaint is about the landlord’s handling of the resident’s decant, return to his property, and request to be reimbursed for his lost items and costs from being decanted as a result of a leak.

The complaint is about the landlord erroneously changing the locks at the property and its subsequent investigation of the error. The complaint is also about the landlord’s complaint handling.

This complaint is about the landlord’s response to various repairs at the property.

The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB).

The complaint is about: The landlord’s response to the resident’s report of damp and mould in her bathroom, in relation to its offer of compensation. The landlord’s complaint handling.

The complaint is about the landlord’s response to the residents reports of: Anti-social behaviour (ASB) including noise and nuisance and harassment. The landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident's reports of defects at his new build property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of soundproofing to the resident’s home.

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.

This complaint is about the landlord’s: Handling of repairs to the resident’s specialist disabled toilet. Complaint handling.

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 resident complains about the landlord’s handling of cracks and structural issues at the property, and its response to her subsequent formal complaints.

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 […]

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 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: Decision to restrict the resident's communication to a single point of contact (SPOC). Response to the resident’s complaint.

The complaint concerns the landlord’s handling of the resident’s complaint about her housing transfer, antisocial behaviour, and customer service.

The resident has complained about: The landlord’s handling of repairs to the roof, including the associated damp and mould problems. The landlord’s handling of their requests for a new back door.

The complaint is about the landlord’s response to the resident’s concerns over the heating system in his property.

The complaint is about: The landlord’s response to the resident’s reports of an erection of a gate and her reports of noise nuisance in relation to a neighbour’s dogs. The landlord’s complaint handling.

The complaint refers to: The landlord’s handling of repairs needed to the guttering outside the resident’s property and internal works required following water damage. The landlord’s record keeping.

The complaint is about the landlord’s response to the resident’s report of water contamination at the property.

The complaint is about the landlord’s: Response to the resident’s request to replace the kitchen worktop. Complaint handling.

The resident complains about the landlord’s response to her concerns regarding a rented parking space and associated arrears, and her subsequent formal complaint about the matter.

The complaint is about the landlord’s: Response to reports of repairs in the property including leaks in the bathroom and mould in the bedroom. Complaint handling.

The resident has complained about the number of bedrooms in her property, insofar as the property is classified as a three bedroom property; however, the resident considers that the property should be classified as a two-bedroom property.

The resident complained about the landlord's response to:

The complaint refers to: The landlord’s response to the resident’s reports of damp in the property. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s refusal to allow the resident to purchase the property.

The complaint was about the landlord's response to the resident's:

The resident has complained about the way the landlord handled repeated leaks through the kitchen and living room ceilings. The landlord’s complaint handling has also been assessed in this report.

The complaint concerns the landlord’s handling of the resident’s complaint relating to the condition of the roof.

The complaint concerns: The landlord’s handling of the resident’s reports of a damaged door in 2019. The landlord’s handling of the resident’s reports of a damaged door in September 2020. The landlord’s complaints handling. The landlord’s decision to recharge the …

The complaint is about:- The landlord’s handling of repairs to the garden paths at the resident’s property; The landlord’s handling of the resident’s complaint.