Housing Ombudsman Decisions

The complaint is about the landlord’s refusal to install the resident’s preferred choice of flooring.

The complaint is about: The landlord’s handling of the resident’s reports of various repairs, including a leaking stop tap, damp and mould. The landlord’s response to the resident’s request for the bathroom to be replaced.

This complaint is about the landlord’s: Handling of the resident’s decant following a fire in her home. Response to the resident’s concerns about smoke alarms in her home and communal areas.

This complaint is about the landlord’s handling of the resident’s queries about his rent account.

The complaint is about: The landlord’s handling of the resident’s reports of a bed bug infestation in the property. The landlord’s response to the resident’s request for reimbursement of costs incurred during the bed bug infestation.

The complaint is about the landlord’s response to the resident’s concerns about the maintenance and servicing of the ventilation unit in her property.

The complaint is about the landlord’s response to the resident’s request for urgent rehousing on medical grounds.

The landlord’s handling of the resident’s reports regarding: the garden drainage; replacement of the garden fence; damp and mould in the property; a request for the installation of windows.

The complaint is about the landlord's handling of the resident’s request for adaptations to their property.

The complaint is about the landlord’s handling of the resident’s report about the conduct of its staff member. This Service has also considered the landlord’s handling of the complaint.

The complaint is about the landlord’s response to: The resident’s concerns about winter gritting. The related complaint handling.

The complaint is about the landlord’s response to the resident’s reports of items being disposed of during a deep clean.

REPORT COMPLAINT 202304913 One Housing Group Limited 31 May 2024 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 the landlord’s handling of the resident’s reporting of anti-social behaviour (ASB) from her neighbour. This report has also considered the landlord’s complaints handling.

The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (‘ASB’). The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord's handling of the implementation of a pre-payment meter for heat and hot water in the property, and the associated costs.

The complaint is about the landlord’s handling of: A blocked drain which resulted in sewage overspill in the garden at the resident’s property and a broken drain cover. The associated complaint.

The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB) by her neighbour and her request to move.

The complaint is about the landlord’s response to the resident’s: Reports of an inadequate hot water system. Request for a replacement boiler.

The complaint is about the landlord’s handling of: The length of time it took the landlord to carry out boiler repairs. The landlord's response to the installation of a replacement boiler. The landlord's response to a request for compensation.

The complaint is about the landlord’s response to the resident’s reports about responsibility for repairs.

The complaint is about the landlord’s handling of the resident’s: Request for the living room and bedroom ceiling to be painted at her property. Associated complaint.

The complaint is about the landlord’s handling of the resident’s request for: Various repairs at the property. Maintenance of the communal areas. The complaint is also about the landlord’s handling of the resident’s reports of: Noise nuisance and anti-social behaviour …

The complaint is about: Assistance provided by the landlord during a decant and transfer process. The landlord’s response to the resident’s request for compensation for damaged items.

The complaint is about the landlord’s response to the resident’s reports about the condition of the kitchen.

The complaint is about the landlord’s handling of the resident’s: Reports that its contractors had disconnected the gas fire. Request to have the gas fire fixed and re-connected.

The complaint is about the resident’s reports concerning: The landlord’s handling of repairs to the boiler. The pressure from the bath taps following their replacement.

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

The complaint is about: The landlord’s handling of reports of antisocial behaviour. The landlord’s handling of the request for rehousing. The associated complaint handling.

The complaint is about the landlord’s response to the resident about leaks at the property.

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

The complaint is about the landlord’s handling of the resident’s: Concerns about the communal heating charges. Associated formal complaint.

The complaint is about; The landlord’s response to the resident’s concerns about staff conduct. The landlord’s response to the resident’s request for replacement kitchen flooring. The landlord’s response to the resident’s reports that contractors had damaged her carpet.

The complaint is about the landlord’s handling of the resident’s reports of noise and her request to be reimbursed for a fridge-freezer.

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

The complaint is about the landlord’s handling of: The refurbishment of the kitchen and bathroom. The resident’s reports of various repairs, including the rear garden fencing, decking and a roof leak. The resident’s concerns about the conduct of the landlord’s …

The complaint is about: The landlord’s handling of the resident’s request to investigate issues of noise transference at the property. The landlord’s decision to issue the resident with a tenancy warning. The landlord’s associated complaint handling.

The landlord’s response to the resident’s request for soundproofing to be installed in her property.

The complaint is about the landlord’s response to a request to remove moss from the roof.

The complaint is about the landlord’s response to concerns about the standard of service provided by the location and area manager.

This complaint is about: The landlord’s handling of the resident’s request to pave the remaining area of her garden. The landlord’s response to the resident’s concerns following the installation of a door mechanism by the local authority.

The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour. Complaint handling.

The complaint is about the landlord’s response to the resident’s reports of a leak.

This complaint is about the landlord’s handling of: The resident’s concerns about her boiler. The associated complaint.

The complaint is about the landlord's handling of reports of noise nuisance in relation to the resident’s laminate flooring.

The complaint is about the landlord’s handling of the resident’s request for permission to install a driveway at her property.

The complaint is about the landlord’s decision to replace an extractor fan in the resident’s bathroom.

The complaint is about the landlord’s handling of removal of the resident’s vehicle and its contents.

The resident’s complaint is about the landlord’s handling of: Repairs to the communal door entry system. Leaks into the property.

The complaint is about the landlord’s handling of: the leak from the flat above and the damage it caused to the resident’s home. the associated complaint.