Housing Ombudsman Decisions

The complaint is about the landlord’s handling of reports of silver fish at the property and its subsequent compensation offer.

The complaint concerns: The landlord’s handling of refurbishment work at the resident’s property in 2016 and his claims for damaged goods that resulted from this. Outstanding repairs to the bathroom extractor fan and living room/bedroom window opening system in the …

The complaint concerns the landlord’s handling of the resident’s reports of noise disturbances from his neighbour’s property.

The complaint concerns: the landlord’s response to the resident’s reports of a water leak in her property. the landlord’s handling of historical issues to the resident’s property. the impact the condition of the property had on the resident’s health.

The complaint is about the landlord’s response to the resident’s: reports of multiple repair issues at her property, including: skirting boards; bedroom door; bedroom ceiling; asbestos; mould; external guttering; kitchen electrical wiring; kitchen cupboards; bathroom window handle; request for information …

This complaint is about the landlord response to: The resident’s request for compensation for damage to his carpet following a leak from a radiator in his hallway. The resident’s complaint that he was unable to return to his property for …

The complaint concerns: The landlord’s response to reports of a water leak into the resident’s property. The landlord’s refusal to provide the resident with detailed information concerning the source of the leak and what repairs it undertook to resolve the …

The resident complains about the landlord’s response to the concerns he raised about various repair issues at his property.

The complaint is about the landlord’s response to the resident’s reports about: Rehousing requests. Anti-social behaviour from an upstairs neighbour. Standard of the property after multiple leaks.

The complaint is about the landlord’s response to the resident’s reports of mould at her property.

The complaint is about the landlord’s: handling of damage to the bathroom door; decision not to install/replace bedroom doors in the property.

The complaint is about the landlord’s response to the resident’s reports about the water installation at the property.

The complaint is about the landlord’s response to the resident’s request to purchase her property:

The complaint is about the landlord’s response to the resident's concerns about low water pressure being supplied to her property.

The complaint concerns: The landlord’s handling of the resident’s decant up until August 2020. Decant issues arising after August 2020. Historic issues of damp in the property since 2014. The landlord’s handling of the resident’s report of a water leak. …

The complaint is about the landlord’s decision not to level the garden at the resident’s property.

The complaint is about the landlord’s response to the resident’s concerns about the accuracy of the landlord’s contractor’s account of a repair visit at the property.

The complaint is about: the condition of the property at the commencement of the resident’s tenancy. the landlord’s complaint handling.

The complaint is about the cost of removing and reinstalling a satellite dish from the outside of the property, which was required as part of major works.

The complaint is about the landlord’s response to the resident’s reports of leaks into her property and into the building and communal areas.

The complaint refers to the landlord’s handling of: The outstanding major works to the resident’s kitchen. The replacement of the resident’s carpets following a water leak. The resident’s concerns related to the condition of the property. The resident’s request for …

The complaint concerns the landlord’s handling of the resident’s report of a pest problem in her property.

This complaint is about: The landlord’s response to the resident’s complaint about noise from taps and creaking floorboards in her neighbours flat prior to June 2016. The landlord’s response to the resident’s reports in September 2020 of issues arising with …

The complaint is about the landlord’s: handling of the resident’s report that its operatives attended the property without prior notice; handling of the resident’s report that its operatives attended without appropriate personal protective equipment (PPE) and did not maintain social …

The complaint concerns the landlord’s handling of repairs required to fix a leak in the resident’s property.

The complaint is about the landlord’s: Handling of the annual gas safety inspection at the resident’s property during the Covid-19 pandemic; Handling of an asbestos survey at the resident’s property during the Covid-19 pandemic; Complaint handling.

This complaint is about the landlord’s response to the resident’s concerns regarding the following issues: The compensation offered for belongings damaged by damp and mould at her previous property. Duplication of rent resulting in rent arrears in 2019. The additional …

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 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 is regarding the landlord’s handling of: The resident’s reports of damp and mould and other repairs required in the property. The resident’s request to be rehoused due to the issues and overcrowding in the property.

The complaint is about the landlord’s response to concerns raised by the resident about: The upgrade works to the heating system. The upgrade work to the electrics. The asbestos removal. The handling of a decant. The lack of a damp-proof …

The complaint is about the landlord’s: Handling of repairs to the soffit and fascia boards, guttering and alteration work to the property’s car port roof. Handling of complaints raised about behaviour of contractors when attending repairs. Delay in holding the …

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 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 handling of a complaint made about her by its Property Management Agent (PMA).

The complaint is about: the landlord’s response to concerns raised by the resident about breaches of health and safety protocol whilst work was being undertaken at the property. the completion of bathroom works at the property.

The complaint is about the landlord’s response to the resident’s reports about: Flooding and water ingress at the property. The cooker at the property. The electrics at the property. The permanence of her occupation at the property. Water ingress at …

The complaint is about the landlord’s handling of an annual gas safety check at the resident’s property, in particular: the issuing of a final warning letter; a missed appointment; the landlord’s communication with the resident.

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. …

The complaint is about: the landlord’s response to the resident’s request for information about the cladding on the building she owns a property in, in order to progress the sale of the property the handling of a safeguarding referral

The complaint is about the landlord’s response to the resident’s reports about: The landlord’s response to requests for adaptations. Animal excrement at the property. The resident’s tenancy being transferred from one housing provider to another without his knowledge. The landlord’s …

The complaint is about the landlord’s response to the resident's report of being stuck in the lift at her property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The resident complains about the landlord’s decision to refuse her request for the notice period for the property to be reduced to two weeks, following her reports of ASB and communal repairs.

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 requests for adaptations to the property. Her reports of repairs required to the property. The landlord’s handling of her complaint.

The complaint is about the landlord: providing inaccurate information to the resident about the number of years remaining on the lease; making a decision about which potential buyer to sell the property to; charging the resident an administration charge; charging …