Housing Ombudsman Decisions

The complaint is about the landlord’s handling of the resident’s tenancy sign-up.

The complaint is about the landlord’s response to the resident’s request that it install extractor fans in the resident’s bungalow at its cost.

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

The resident complains about: The landlord’s failure to respond to an email about a rent payment. The landlord’s handling of an insurance claim for damage to carpets and

REPORT COMPLAINT 202106023 Clarion Housing Association Limited 16 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 response to the resident’s report of the behaviour of its staff during an inspection of his property.

The complaint concerns how the landlord handled repairs to fix water leaks in the property.

The complaint is about the landlord’s handling of the resident’s reports of mice in her walls.

The complaint is about the landlord’s response to the resident’s reports about:

The complaint is about the landlord’s response to the resident’s concerns regarding her property transfer.

The complaint is about the landlord’s response to the resident’s request that it install a gate to the resident’s shared garden.

The complaint concerns how the landlord handled: Repairs to the property following a fire. The resident’s claim for reimbursement for her personal items damaged by the fire. The resident’s claim for compensation for the cost of replacing a carpet which …

This complaint is about the landlord’s response to the resident’s report of a chimney fire at their property on 7 January 2020. This complaint is also about the landlord’s response to the resident’s concerns about the safety of the solid …

The resident has complained about: the landlord’s response to his reports of noise-related anti-social behaviour (‘ASB’) from his neighbour; the landlord’s handling of his associated complaint.

The complaint concerns the landlord’s response to the resident’s reports of unusual noises from her pipes and boiler.

The resident complained about the landlord's response to: his report of flooding at the property. his concern that the flooding was the result of the property’s flawed development / construction. his request for compensation.

The complaint refers to: The landlord’s handling of the resident’s reports of a rodent infestation in her property. The resident’s concerns regarding the pest control company arranged by the landlord and the camera placed in her loft.

REPORT COMPLAINT 202012058 Platform Housing Group Limited 23 July 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 landlord’s handling of the resident’s concerns about its management of the stair lifts servicing the building.

The complaint is regarding the landlord’s handling of the lettings process for the complainant’s former tenancy.

The complaint concerns the landlord’s decision to decline the resident’s request to purchase her property under the right to buy scheme.

The complaint concerns the landlord’s decision to decline the resident’s applications to purchase the property under the Preserved Right to Buy (PRTB) and Right to Acquire (RTA) schemes.

The complaint is about the landlord’s response to the resident’s concerns about the conduct of its staff and the issuing of a tenancy caution.

The complaint is about the landlord’s handling of the resident’s reports of no heating or hot water.

REPORT COMPLAINT 202004901 Clarion Housing Association Limited 14 July 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 concerns how the landlord responded to the resident’s reports of antisocial behaviour (ASB).

The complaint is about the landlord’s response to the residents reports of: Anti-social behaviour (ASB) and drug use at the property. The landlord’s complaint handling.

The complaint is about: The landlord’s response to the resident’s reports of ASB. The landlord’s response to the resident’s requests for a copy of her tenancy agreement. The landlord’s handling of the resident’s complaint.

This complaint is about: The landlord’s response to the resident’s reports of water ingress in her lounge in 2018. The landlord’s refusal to consider the resident’s complaint of 4 April 2020 about the level of compensation it had offered in …

This complaint is about the landlord’s handling of arrears on the resident’s rent account and the support offered in respect of the resident’s mental health concerns. The resident’s concerns were dealt with over six separate complaints: The landlord’s handling of …

The complaint is about the landlord’s handling of the resident’s report of anti-social behaviour (ASB) in relation to an incident on 27 June 2020.

The complaint is about: The landlord’s handling of report of a sewage leak and concerns about drainage in the property. The landlord’s decision to enact its safeguarding policy and contact the emergency services. The landlord’s handling of a fraud investigation …

The complaint refers to: The landlord’s handling of the resident’s reports of antisocial behaviour and noise nuisance.

The complaint concerns: The landlord’s handling of outstanding defects at the property. Breaches of data protection regulations by the landlord. The condition of the wiring in the property.

The complaint is about: The managing agent’s response to the resident’s reports of defects in the property including issues with the property’s heating system and Heat Interface Units. The managing agent’s response to the resident’s reports of a defect to …

The complaint is about: The landlord’s refusal to consider the resident’s complaint raised on 27 May 2020 regarding the conduct of a member of staff who handled his previous complaint. The landlord’s rejection of the resident’s 21 July 2020 complaint …

The complaint concerns: The landlord’s handling of repairs to the bathroom. The level of compensation offered by the landlord in respect of this issue. The conduct of the landlord’s contractors when carrying out the repairs.

The complaint is about the landlord’s: Application of the single person discount in respect to the resident’s water bill. Handling of repairs to the resident’s windows. Handling of the resident’s reports of damp and mould in his property.

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

The complaint refers to: The landlord’s response to the resident’s request for the decorative flagstones and pathway in her garden to be replaced due to health and safety concerns.

REPORT COMPLAINT 202015383 LiveWest Homes Limited 22 June 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 concerns the landlord’s decision to decline the resident’s request for a fence to be installed at the back of the garden.

The complaint refers to the resident’s concerns about: The landlord’s decision to fund days out for its tenants. Fire alarm testing at the property. Staff conduct and professionalism.

The complaint is about the landlord’s response to the resident’s requests for cyclical works and maintenance to the property.

The complaint is about the landlord’s response to the resident’s concerns about its refusal of her Voluntary Right to Buy (VRTB) application.

The complaint concerns the landlord’s handling of: The resident’s reports of antisocial behaviour by his neighbours. The resident’s associated complaints.

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

The complaint refers to: The landlord’s response to the resident’s request for compensation for the interruption of the gas supply to the property. The landlord’s handling of the resident’s Subject Access Request. The landlord’s communication and handling of the associated …

The complaint concerns the landlord’s response to the resident’s reports of condensation on her windows.

The complaint is about: The landlord's response to the resident’s report that a leak from her toilet in 2020 had caused her water bill to increase. The resident’s concerns about her increased water usage between 2016 and 2020, which she …