Housing Ombudsman Decisions

REPORT COMPLAINT 202006852 Waltham Forest Council 30 March 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 […]

REPORT COMPLAINT 202005551 Haringey Council 29 March 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 […]

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

This complaint is about the landlord’s response to the resident’s concerns about asbestos at her property.

The complaint is about the landlord's response to the resident's request to replace the kitchen.

The complaint is about: The landlord’s handling of repairs due to leaks which affected the leasehold property. The level of redress offered by the landlord for the delay, distress and inconvenience caused. The landlord’s response to the request for redress …

The complaint concerns the landlord’s decision to not reimburse the resident for the costs incurred when carrying out improvement works to the property.

The complaint concerns the landlord’s handling of the resident’s reports of water leaks from the properties above hers.

REPORT COMPLAINT 202005257 Waltham Forest Council 22 March 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 […]

The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s response to the resident’s reports of poor communication and staff conduct. The landlord’s complaints handling.

The complaint is about the landlord’s handling of a blocked drain, specifically, the length of time it took to resolve the issue and its decision not to compensate the resident for damage caused to the property.

The complaint concerns: How the landlord handled repairs to kitchen drawers in the resident’s property. The landlord’s decision about the kitchen layout in relation to the resident’s request to install a fridge/freezer.

The complaint is about: the landlord's work on the driveway and the drainage system at the property; and the landlord's handling of the resident’s complaint.

The complaint is about the landlord’s response to the resident’s: Reports of the conduct of a member of staff. Request to keep a pet. Report of outstanding repairs.

REPORT COMPLAINT 202006409 Birmingham City Council 3 March 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 […]

The complaint is about the landlord’s response to: allegations made about the resident by his neighbours and the landlord’s staff; the resident’s reports of harassment and discrimination by its staff.

The complaint is about: The landlord’s decision not to carry out requested adaptations to the chimney. The landlord’s response to the reports about the servicing of the boiler. The landlord’s response to the reports of repair issues at the property. …

REPORT Complaint 202004838 Blackpool Coastal Housing 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]

This complaint is about:

REPORT COMPLAINT 201915229 Sheffield City Council 24 February 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 […]

The complaint is about the landlord’s: response to the resident’s concerns about plans for electrical works at her property; response to the resident’s reports about anti-social behaviour (ASB) from her neighbour, including: noise nuisance; cigarette smoke entering her property; response …

The complaint concerns: The landlord’s handling of the resident’s reports of a leak into his property. The landlord’s decision not to investigate this complaint at stage two.

The complaint is about the landlord’s response to: the resident’s reports of damp and mould between 2015 and June 2019 the resident’s reports of damp and mould from June 2019.

The complaint is about the landlord’s response to the resident’s request for installation of CCTV.

The complaint is about the landlord’s: consultation about, and installation of, a mobility scooter storage unit (the store). handling of the associated formal complaint.

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

The complaint is about the landlord’s handling of the resident’s reports of damp and mould in his bathroom and about the condition of the bath/sink.

The complaint is regarding the landlord’s response to the resident’s formal complaint about the conduct of a staff member . The resident also complains about the landlord’s decision not to escalate the complaint.

REPORT COMPLAINT 201915993 Islington Council 3 February 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 […]

The complaint is about: The resident’s liability to pay the service charge for the mobile support service (the MSS) during the Covid-19 pandemic. The landlord’s response to the resident’s concerns regarding the delivery and provision of the MSS during the …

The complaint concerns the landlord’s handling of the resident’s reports of unauthorised items being stored in communal areas.

The complaint regards the landlord’s handling of issues reported by the resident relating the implementation of an intergenerational living project (the project) jointly managed by the landlord, the local council and a charity and the impact it has had on …

REPORT COMPLAINT 202000921 London Borough of Islington 29 January 2021 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 response to: The resident’s request for compensation for purchased floor stickers and her labour in repairing the holes in the vinyl flooring; and The landlord’s complaints handling.

The complaint concerns the landlord’s response to the resident’s: Reports of antisocial behavior (ASB). Request to increase the height of the garden fence.

The complaint is about: The landlord’s response to the complainant’s concerns about the administration of his father’s (the resident’s) rent account. The landlord’s refusal to provide a copy of the resident’s tenancy agreement to the complainant. The level of customer …

This complaint is about the landlord’s handling of the leaseholder’s concerns about: squirrels accessing his balcony via the internet cabling that had been laid by the landlord at the side of the building. the cost of remedial actions to tackle …

The complaint is about the landlord’s response to concerns raised by the resident about major works, in particular: The amount of service charge. The length of time taken to complete the works. The quality of the decorating work. Complaint handling.

REPORT COMPLAINT 202001964 Hounslow Council 25 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 […]

The complaint concerns how the landlord responded to the resident’s repair report for a communal light.

The complaint refers to: The Landlord’s decision not to allow the Resident’s daughter to succeed the tenancy. The Landlord’s handling of the Resident’s reports that her husband had been given Incorrect information in 2016 regarding the assignment of the tenancy.

The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour including its communication with the resident.

The complaint is about: The landlord’s handling of internal repairs to the property, including delays in completing repairs, poor communication with its contractor about the works required and the extent of the works the landlord is prepared to undertake; and …

The complaint is about: the landlord’s handling of the resident’s reports of repairs needed to the rear door, kitchen, window sealant and fences of her property the landlord’s response to the resident’s complaint about the conduct of a staff member

The complaint is about the landlord’s response to the resident’s report of missing belongings.

The complaint is about the landlord’s response to the resident’s reports of a leak coming from the property above her own.

The complaint is about how the landlord: Responded to reports of anti social behaviour (ASB) Handled an emergency rehousing request

The complaint is about the landlord’s response to the resident’s application for disability adaptations to her property.

The complaint is about the landlord’s response to the resident’s reports of boundary issues between the resident’s and her neighbour’s properties.

The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour by a neighbour.