Housing Ombudsman Decisions

The complaint is about: The landlord’s decision to force entry for a gas safety inspection at the resident’s property. The landlord’s handling of the resident’s reports of a gas leak.

The complaint is about the landlord’s response to the resident’s request: for soundproofing insulation at the property. to be transferred to an alternative property under a management move. The resident has also complained about the measures used by the landlord …

The complaint is about the landlord’s response to reports of damp and mould.

REPORT COMPLAINT 202014692 Newham Council 28 February 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 is set […]

The complaint is about the landlord’s response to the resident’s request for it to make improvements to his kitchen.

The complaint is about the landlord’s handling of water damage in the resident’s property.

This complaint is about the landlord’s response to an incident where the resident was trapped in the communal lift.

The complaint concerns: The landlord’s handling of the resident’s transfer application and request for priority banding on medical grounds. The landlord’s handling of an internal transfer. The landlord’s response to concerns about fire safety at the property. The landlord’s response …

The complaint is about the landlord’s response to the resident’s reports of: Water ingress in the loft at the property. The landlord’s complaints handling.

The complaint is about the landlord’s handling of the resident’s reports of multiple defects in her new-build home.

The complaint is about the landlord’s: Handling of a heating upgrade and loft insulation in the resident’s property. Decision not to contribute towards the resident’s energy bills.

The complaint is about the landlord’s handling of the resident’s request for compensation after water ingress caused damage to her home.

The complaint is about the landlord’s response to the resident’s reports of: A pest infestation following the death of her upstairs neighbour. The resident’s upstairs neighbour having pets in their property, violating the tenancy agreement. The resident’s upstairs neighbour damaging …

The complaint concerns how the landlord had handled the resident’s request to be permanently rehoused.

The complaint is about the landlord’s handling of the resident’s report of a leak in his property.

The complaint is about: The landlord’s response to the resident’s concerns about the communal window cleaning at the property. The level of service charge increase. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s response to the resident’s reports of: Broken lift and intercom at the property and the amount of compensation offered. Handling of rent arrears. Adding her husband as an occupant to the tenancy agreement. The …

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

The complaint is about: The landlord’s handling of the kitchen and bathroom upgrades; The condition of the property when the resident moved in; and The landlord’s actions in response to reports of mould in the property.

REPORT COMPLAINT 202006770 Harlow District Council 21 February 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 is […]

The complaint is about the landlord’s response to the resident’s report of a leak at the property.

The complaint is about the landlord’s response to the resident’s request for repairs to her shed, and her subsequent complaint.

REPORT COMPLAINT 202106070 A2Dominion Housing Group Limited 18 February 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 […]

The complaint is about: the landlord’s refusal of the resident’s mutual exchange application and; the landlord’s response to the resident’s reports about repairs/adaptations to the property.

The complaint is about the landlord’s handling of concerns raised by the resident regarding changes made to its sheltered housing services.

This complaint is about: The level of redress the landlord offered in respect of its acknowledged delays and failures whilst handling a loss of hot water to the property, the resident’s transfer of ownership and her subsequent complaint; The landlord’s …

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

The complaint is about the landlord’s response to: Repairs to communal lighting. The payment of service charge for electricity.

REPORT COMPLAINT 202010251 Derwent Housing Association Limited 15 February 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 administration of the resident’s rent account. The landlord’s complaint handling.

The complaint is about the landlords handling of the resident’s reports concerning toilet repair issues.

The complaint is about the landlord’s handling of the resident’s query regarding the right to buy.

The complaint is about the landlord’s response to the resident’s reports of a broken window within the property during its defect period.

This complaint is about how the landlord handled a dispute regarding parking on the hardstanding in front of the resident’s property.

The complaint is about the landlord’s initial decision to refuse to remove a tree from the rear garden of the property.

The resident’s complaint is about the landlord’s response to her request for compensation for personal belongings that were damaged by a water leak and for the period during which she was unable to live in the property.

The complaint concerns: The landlord’s decision to decline the resident’s Right to Acquire (RTA) application. The effect on the resident’s health caused by the landlord’s decision.

The complaint is about: The landlord’s decision to not remove the laminate flooring cover in the kitchen prior to the resident moving in. The landlord’s response to the resident’s reports of water damage to the laminate flooring in the kitchen …

The complaint was about: The landlord’s response to the resident’s report of a leak onto her balcony. The resident’s reports of staff conduct, including victimisation and discrimination. The landlord’s complaint handling including the level of compensation.

The complaint is about the landlord’s handling of: repairs following a water leak. the resident’s stay in temporary accommodation following a leak. The resident’s reports about the behaviour of its staff.

The complaint is about the landlord’s response to the resident’s: request for a refund of his service charges. concerns about cleaning in communal areas of his building.

The complaint is about the landlord’s handling of the resident’s reports of fly-tipping and personal items left in the communal areas.

The complaint is about the landlord’s handling of the disposal of items in the resident’s property following her death.

The complaint concerns the landlord’s response to: The applicant’s request to succeed the tenancy. The applicant’s reports of poor staff conduct. The time given to collect possessions from the property.

The complaint concerns how the landlord administered the resident’s rent account.

The complaint concerns the landlord's response to reports of: rubbish being left in communal areas and fly tipping. a mice infestation in the block.

The complaint is about the landlord's handling of the resident’s:

The complaint is about the landlord’s response to the resident’s reports of an outhouse (garden shed), built without permission by the previous resident.

The complaint is about the landlord’s response to the resident’s reports of a leak from a neighbouring property and compensation for damaged goods and decorations.

The complaint is about: The standard of the landlord’s repairs and redecorating work following a leak into the resident’s property. The landlord’s handling of and response to the resident’s reports that his property’s toilet does not flush and drain properly.