Housing Ombudsman Decisions

The complaint is about the landlord’s response to the resident’s: reports of disrepair issues, including (but not limited to): a rodent infestation; a blocked drain; lighting in kitchen and bathroom; request for a property transfer.

The complaint is about: The landlord’s decision to increase the service charges. The landlord’s response to the resident’s reports about the standard and frequency of its communal service provision.

The complaint is about the landlord’s handling of the resident’s: Request for a refund of the service charges and details of the costs. The landlord’s management of the resident’s rent account. The Ombudsman has also considered the landlord’s complaint handling …

The complaint is about the landlord’s: Decision not to add the resident’s two children as members of the household on the tenancy. Response to a report of mice in the property.

The complaint is about the landlord's handling of: The resident's application to buy her home via the right to buy (RTB) scheme. The resident’s reports of electrical repairs in the property. The resident’s reports of damp and mould in the …

The landlord’s response to the resident’s report that its contractor caused scratches to his vehicle.

The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from his neighbour’s property.

The complaint is about: The landlord’s response to the resident’s: Request for repairs and works, including internal and communal repairs and works pursuant to a legionella inspection, and a Fire Risk Assessment (FRA). Request for a copy of the FRA …

The complaint is about the landlord’s response to the resident’s request for a replacement kitchen and bathroom.

The complaint refers to the landlord’s handling of: The resident’s reports of noise nuisance from a nursery beneath his property. Repairs to a broken washing machine.

The resident complains about the landlord’s response to:

The complaint is about the landlord’s handling of the resident’s reports concerning damp and mould in her property.

The complaint is about: The landlord’s handling of the resident’s reports of leaks in her property The landlord’s response to her reports of damage to her burglar alarm

REPORT COMPLAINT 202124583 Guinness Housing Association Limited 18 July 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 […]

The complaint is about the landlord’s: Handling of the resident's reports concerning damp and mould. Response to the resident's request to complete a management move. Handling of the resident’s reports of Anti-social behaviour (ASB).

The complaint is about the landlord’s response to the resident’s request for a move to alternative accommodation.

The resident complains about: Not being offered carpets/flooring when they moved into the property. The landlord’s handling of repairs to the bath. Differences in the rent amount. The landlord declining to pay the £7 'Homeswapper' fee. A lack of soundproofing, …

The complaint is about the landlord’s handling of the resident’s report of cigarette smoke entering her home from a neighbouring property via the communal area.

This complaint is about the landlord’s handling of the resident’s concerns about his district heating charge.

The complaint is about the landlord’s handling of the resident’s reports of water ingress, damp and mould in the property.

The complaint is about the landlord’s response to the resident’s request for an adaptation to his bathroom.

The complaint is about the landlord's response to the resident’s request for his garden fence to be replaced by it.

The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbours.

The complaint is regarding: The condition of the property when it was let. The landlord’s response to the resident’s reports of a collapsed ceiling. The landlord’s handling of repairs at the property. The resident’s management transfer.

The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request to be re-housed under the management transfer process.

The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour and noise nuisance from her neighbour. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s: Response to the resident’s request for a bathroom replacement . Response to the resident’s report of damp and mould in his bedrooms . Complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports of a faulty heating system and electrical issues. The associated complaint.

The complaint concerns the landlord's handling of the resident's reports of a reoccurring leak from the property above.

The complaint is about the landlord’s decision not to pave over the grass area in front of the resident’s property.

The complaint is regarding the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB) and noise transference from her neighbour’s property. Concerns over noise transference between properties. Transfer application.

The complaint concerns how the landlord handled repairs following a ceiling in the property collapsing.

The complaint is about: The landlord’s decision to pay its compensation into the resident’s rent account for his reports of damage to his belongings that he attributed to its cleaners . The landlord’s complaint handling and record keeping.

This complaint is about the landlord’s response to the resident’s concern about: the conduct of its staff; the offer of compensation.

The complaint is about: The condition of the property when it was let, including health and safety issues raised by the resident. The landlord’s handling of the resident's concerns about discrimination in relation to her race and culture.

The complaint is about the landlord’s handling of the resident’s request for rehousing.

The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by a neighbour. The cleanliness of the resident’s new property when let and the support offered by the landlord regarding this.

The complaint is about: The landlord’s response to the resident’s reports of financial errors in its service charge calculations in the period 2017-2020. The landlord’s response to the resident’s reports of inadequate works by the grounds maintenance contractor in 2020-2021 …

The resident complains about the landlord’s handling of: repairs to the main entrance door/intercom and the request for compensation for this, and; the formal complaint.

The complaint is about the landlord’s handling of: A pest infestation at the resident’s property. Repairs to the resident’s property. Its response to the resident’s concerns about paying council tax on two properties and reimbursement of costs. The resident’s reports …

The complaint is about the landlord’s handling of repairs to the resident’s boiler.

The complaint is about the landlord’s response to the resident’s reports about issues with the gable end of their home.

The complaint is about the landlord’s handling of repairs to the communal lift.

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

The complaint is about the landlord’s handling of the resident’s reports of a faulty gas meter.

The complaint is about the landlord’s response to the maintenance of trees resulting in an increased service charge.

The complaint is about the landlord’s handling of: The issuing of a final warning letter to the resident following her anti-social behaviour (‘ASB’) reports and counter allegations. The resident’s request to be rehoused.

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

This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB) the resident’s reports of noise disturbance the resident’s reports of the lack of maintenance of the neighbour’s garden including dog fouling the related complaint

The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and her request for a management transfer.