Housing Ombudsman Decisions

The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour prior to October 2023. Antisocial behaviour after October 2023.

The complaint is about the landlord’s handling of the resident’s: Reports of repairs following a leak to the bedroom. Reports of repairs to the windows. Reports of recurring boiler failures resulting in loss of heating and hot water. Reports of …

The complaint is about the landlord’s response to reports of damage to flooring. The Ombudsman has also considered the landlord’s complaint handling.

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 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 complaint is about the landlord’s response to the resident’s reports of bamboo encroaching on her garden from a neighbouring property.

The complaint is about the landlord’s: Response to the resident’s request to downsize to a smaller property. Complaint handling.

This complaint is about the landlord’s response to the resident’s concerns about the removal of a stairlift to the communal stairs of her scheme and what might happen in the event that the main passenger lift failed.

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

REPORT COMPLAINT 202202399 Hornsey Housing Trust Limited 9 January 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 […]

This complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s request to be rehoused.

The complaint is about the landlord’s response to the resident’s queries about his service charges. This Service has also investigated the landlord’s complaint handling.

The resident’s complaint is about the landlord’s response to: The resident’s reports of issues with bin store maintenance. The resident’s reports of drug dealing from a neighbouring property. The resident’s concerns about communal window cleaning and grounds maintenance. The resident’s …

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

The complaint is about the landlord's response to the resident’s concerns with the proposed heating system replacement.

The landlords: Decision not to further investigate the resident’s complaint from November 2018. The associated complaint.

The complaint is about the landlord’s response to: A previous agreement regarding contractors attending the resident’s property. External decorating to windows and doors as part of its major works programme. Repairs to the front and rear doors. The Ombudsman has …

The complaint is about the landlord’s response to the resident’s concerns regarding the installation of fibre optic internet in the building in which he owns a property. The Ombudsman has also considered the landlord’s complaint handling as part of the …

The complaint is about the landlord’s requirement that the resident sell their caravan prior to exchange of contracts for the purchase of their shared ownership property. The Ombudsman will consider the landlord’s communication and complaint handling.

This complaint is about the landlord’s: Response to the leaseholder’s concerns about its ground rent and lease extension practices; Complaint handling.

The complaint is about the landlord’s response to the resident’s request to remove a shower cubicle and install a bath in her property. The Ombudsman has also considered the landlord’s handling of the formal complaint.

The complaint is about the landlord’s handling of its request that the resident remove items from the communal area of her property.

The complaint is about the landlord’s handling of the resident’s: Reports of the lack of heating and hot water. Various repair reports regarding the property. Reports of fly-tipping. Request to move to an alternative property.

The complaint is about the landlord’s: handling of a leak into the resident’s property, and; response to the resident’s report of damages to his property and belongings following the leak.

The complaint is about the landlord’s handling of the resident’s: reports of her neighbours’ smoke entering her home; reports of various repairs and historical anti-social behaviour; the associated complaint.

The complaint is about the landlord's decision not to investigate the historic damp and mould experienced by the resident.

The complaint is about the landlord’s handling of the resident’s reports of verbal abuse and antisocial behaviour (ASB) from a neighbour. This Service has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of dog fouling in the resident’s shared garden.

The complaint is about the time taken to complete the sale of the resident's property.

The complaint is about the landlord’s response to the resident’s queries regarding: Her request for it to provide a double oven in the property. The landlord installing some kitchen units which did not match the existing units. The length of …

The complaint concerns how the landlord handled the resident’s reports of damp and mould at the property.

The complaint is about the landlord’s handling of reports of damp and mould and the residents subsequent request for compensation. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident about: damage to carpet at the property. its complaint handling.

The complaint is about: The landlord's handling of the resident’s request to be transferred on medical grounds. The landlord’s complaint handling.

The complaint is about the landlord’s payment of £100 compensation to the resident as ordered by the Housing Ombudsman Service.

The complaint is about: The landlord’s response to the resident’s concerns about the wait time for a direct let move. The landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s request to replace the wire fencing and his subsequent request to be compensated following the removal of the old fence panelling.

The complaint is about the landlord’s handling of the resident’s dissatisfaction with the time taken to address structural cracks to her property.

The complaint is about The landlord’s handling of reports of anti-social behaviour from the resident and her neighbour. The landlord’s handling of the subsequent complaint.

The complaint is about the landlord’s: handling of reports of historic damp and mould issues in the resident’s bathroom; handling of the resident’s request to be compensated for the cost of replacing their bathroom; communication regarding who is responsible for …

This complaint is about the landlord's response to the resident’s reports of a gas leak, and her concerns about its cause.

The complaint is about the landlord's handling of the resident's concerns about who is responsible for the cost of making the boiler flue compliant with gas safety regulations.

The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB), particularly noise nuisance from the adjacent property. Handling of the resident’s complaint.

The landlord’s response to the resident’s concerns about the handling of the communal garden outside his home.

The complaint is about the landlord’s: Handling of the resident’s reports of a leak from the property above. Response to the resident’s request for reimbursement of the insurance excess charge and for it to rectify the damage to her property.

The complaint is about the landlord's: Response to the resident’s concerns about the emergency lighting in her property. Response to the resident’s request for compensation.

This complaint is about the landlord’s handling of the resident’s concerns regarding the: Maintenance and tests of the equipment to prevent legionella disease. Communication about the fire alarm system. The service charge for the works to the fire alarm system. …

The complaint is about the landlord’s response to the resident about the heating system and the removal of a solar panel connected to this. The Ombudsman has also considered the landlord’s complaints handling.

The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour and noise nuisance from a neighbour. Repair to a leak in the resident’s property. This service has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the allocation process for the property, particularly staff conduct, room dimensions, and its advice on refusal of an offer of a property.