Housing Ombudsman Decisions

The complaint is about the landlord’s handling of redecoration work to the resident’s hallway.

The complaint is about the landlord’s: response to the leaseholder’s reports of water ingress from the roof of his two properties; complaints handling.

The complaint is about the landlord erroneously sending letters of tenancy breach and demand for payment in respect of water charges, and its handling of enquiries about these letters and the subsequent complaint.

The complaint refers to: The landlord’s handling of the resident’s concerns about the location of the bin storage area, the standard of cleaning in the communal areas at his property and consequent request for a refund of his service charge. …

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.

The resident complained about the landlord’s: Handling of his stay in its supported living accommodation. Response to his complaint and request for compensation.

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 handling of the resident’s reports of anti-social behaviour (ASB).

The complaint is about the landlord’s: Response to the resident’s service charge enquiries. Complaints handling.

The complaint concerns the landlord’s handling of: repairs required to the garden wall of the resident’s property. The formal complaint into the matter.

The complaint is about the landlord’s handling of: the resident’s reports of damp and mould in her property. the resident’s concerns about anti-social behaviour, the information she was given about the property before moving in, staff conduct and asbestos in …

The complaint is about the landlord’s response to the resident’s concerns about a proposed decant and repairs to her property.

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 complaint is about the landlord’s handling of the resident’s reports of a roof leak, causing damage to his ceilings. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The complaint is about how the landlord has handled repairs to the drainage at the resident’s property.

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 […]

The resident complained about the landlord’s response to reports about the condition of the property including: Boiler. Windows. Kitchen. External doors. Bathroom.

The resident complains about: The landlord’s response to his report of repairs needed at the property which he considers should have been identified by the landlord’s mutual exchange inspection. How the landlord handled the formal complaint.

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 is about the landlord’s handling of boiler repairs at the property.

The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour (neighbour A). The effect of the ASB on the resident’s health.

The complaint is about the landlord’s response to a dispute over the maintenance of the garden area in the front of the resident’s property.

The resident complains about how the landlord handled her reports of repairs needed to the wet room.

The complaint is about the landlord’s handling of tree maintenance next to the resident’s property.

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 response to the resident’s reports about the external doors to the property. The landlord’s complaints handling has also been investigated.

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 complaint is about the landlord’s response to the resident’s: request to repair the door-shutting mechanism to a communal door. complaint about the above matter.

The resident complains about the landlord’s handling of his Voluntary Right to Buy (VRtB) application, and its response to his subsequent formal complaint.

The complaint concerns the landlord’s handling of the resident’s queries relating to her service charges for the year 2016 to 2017.

The complaint concerns the landlord’s handling of the resident’s complaint about incomplete repair work to his balcony.

The complaint is about the landlord’s handling of a potential breach of the lease agreement relating to the maintenance of the resident’s garden.

The complaint is about: The landlord’s administration of the resident’s rent and service charge account, including its response to her queries. The landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s reports of: A leak at the property and subsequent repairs and associated damage. The landlord’s complaint handling.

The resident complained about the landlord’s response to her complaint about her service charge for 2018/19 and in particular its failure to explain the basis for a particular item charged.

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 complaint about: Its handling of the resident’s decant. The quality of works undertaken in her home and damage to her belongings.

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 handling of the resident’s reports of rat infestations at the property. The complaint is also about the handling of the resident’s complaint.

REPORT COMPLAINT 202002016 Golding Homes Limited 10 August 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 handling of a gas safety check at the property.

The complaint is about the landlord’s handling of repairs at the property, specifically in respect of the heating and hot water systems and the landlord’s actions in respect of this.

The complaint is about the landlord’s response to the resident’s reports of heating and hot water issues at the property.

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

The complaint is about the standard of cleaning carried out at the property.

The complaint is about the landlord’s response to the resident’s complaint about: Fly tipping; Dog hairs in the communal areas; Noise nuisance from communal doors and front doors; Its pet policy; A designated point of contact.