Housing Ombudsman Decisions

REPORT COMPLAINT 202449164 Citizen Housing 1 August 2025 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 concerns over staff behaviour. The resident’s allegations of theft by the landlord. The resident’s anti-social behaviour (ASB) reports. Heating repairs requested by the resident.

The complaint is about the landlord’s handling of the resident’s reports about: A leak following disrepair works at the property. Staff conduct.

The complaint is about the landlord’s handling of the resident’s request to amend his tenancy.

The complaint is about the landlord’s handling of the resident’s reports of issues with her neighbour.

The complaint is about the landlord’s handling of the resident’s: Reports of Antisocial Behaviour (ASB). Requests for a management transfer based on his medical needs. Associated complaint.

The complaint is about the landlord’s handling of: The resident’s reports of drainage and plumbing issues at the property. The associated complaint and the resident’s request for compensation.

The complaint is about the landlord’s handling of: The resident’s rent account. The resident’s garage rental charges.

The complaint is about the landlord’s: Offer of compensation for its handling of the resident’s reports of repair issues throughout the property. Handling of the associated complaint.

The complaint is about the landlord’s handling of the resident’s request for a different contractor to attend.

REPORT COMPLAINT 202309278 Aster Group Limited 19 June 2025 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 complaint is about the landlord’s handling of: The resident’s concerns about a telephone call she received on 22 February 2023. The resident’s report that the landlord breached General Data Protection Regulations (GDPR).

The complaint is about the landlord’s handling of: The resident’s request for a driveway repair. The associated complaint.

The resident’s complaint is about: The landlord’s handling of her request to stay permanently in her decant property. The landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request to reopen a previous complaint.

The complaint is about the landlord’s handling of the resident’s concerns about the quality of fence repairs

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

The resident’s complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB) about her neighbour. The resident’s request for a management move. The resident’s concerns about fire safety.

The complaint is about: The landlord’s response to reports of antisocial behaviour (ASB). The resident’s claim that the landlord retracted a managed move.

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

The complaint is about the landlord’s handling of the resident’s: Concerns that the service charge was unreasonable. Requests for information about the service charge. Associated complaint.

The complaint is about the landlord’s response to the resident’s: Rent account queries Reports of damp and mould

The complaint is about the landlord’s response to the resident’s report of damp in his property.

The complaint is about the landlord’s handling of the resident’s request for trees to be cut back.

The complaint is about the landlord’s response to the resident’s reports of: poor staff conduct anti-social behaviour (ASB)

The complaint is about the landlord’s handling of reports that the resident’s windows had not been cleaned for 2 years.

The complaint is about the landlord’s handling of the resident’s reports that the previous landlord had given her consent to install a driveway.

The complaint is regarding the landlord’s handling of the resident’s: Reports of anti-social behaviour. Reports it disclosed unauthorised information to her healthcare provider. Request for a new tenancy agreement. The Ombudsman has also considered the associated complaint handling.

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

The complaint is about the landlord's handling of the signing of the tenancy agreement. We have also considered the landlord’s complaint handling.

REPORT COMPLAINT 202324646 Flagship Housing Group Limited 12 March 2025 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 response to the resident’s requests for replacement garden fencing.

The complaint is about the landlord’s response to the resident’s complaint that his neighbour had cut down trees in a communal garden.

The complaint is about the landlord’s handling of the resident’s enquiries about an increase in utility charges and the administration of the Energy Bill Relief Scheme (EBRS) and the Energy Bill Discount Scheme (EBDS).

The complaint is about the landlord’s handling of the resident’s rent account and associated arrears.

The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from her neighbour. Request for a management transfer. Request for a breakdown of service charges and reimbursement of her rent and expenses.

The complaint is about the landlord’s handling of: The communal garden maintenance. The associated complaint.

The complaint is about the landlord’s handling of a roof replacement and its request that the resident paid a contribution towards this. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Reports of a leak at her property. Staff conduct concerns.

The complaint is about the landlord’s response to the resident’s request for a transfer.

The complaint is about: The landlord’s handling of the repairs to the resident’s front door and the replacement of the door. The landlord’s response to the resident’s request for reimbursement of the rent and energy bills for the period he …

This complaint is about the landlord’s handling of: The resident's reports that scaffolding, window design and inadequate radiators caused ventilation and heating problems and contributed to mould. The resident's health and safety concerns in returning to her property from temporary …

The complaint is about the landlord's handling of reports of a smell in the property.

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 request for redecoration following the landlord’s kitchen repair.

The complaint is about the landlord’s handling of: Reports of noise nuisance. Request for improved soundproofing.

The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) relating to noise and leaks. Repairs to the resident’s property following leaks and reports of damp and mould. The resident’s request for a management transfer.

The complaint is about the landlord’s response to: the resident’s reports of ASB and odours affecting the property. the resident’s request for assistance with moving to a new property.

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of outstanding and poor-quality repairs.

The complaint is about the landlord’s: handling of the resident’s arrears. handling of the resident’s rechargeable repairs . response to reports of damp and mould. response to reports of poor staff conduct. response to reports of property damage.