Housing Ombudsman Decisions

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 is about the landlord’s handling of the resident’s request for adaptations to her property. The complaint is about the landlord’s handling of the resident’s reports of cold spots and drafts in the property.

The complaint is about the landlord’s response to the resident’s suggestions in relation to the antisocial behaviour (ASB) he experienced from a neighbour.

The complaint is about: The landlord’s handling of repairs to the property, involving plumbing leaks, damp, and asbestos. The landlord’s decision to suspend the replacement of kitchen and bathroom works in the property.

The complaint is about the landlord’s response to the resident’s reports of noise nuisance and Anti-Social Behaviour (ASB).

The complaint is about the landlord’s response to reports of a boiler leak.

The complaint is about the landlord’s response to the resident’s: reports of a leak and subsequent repair and redecoration works. request for compensation for damage to her property and personal belongings.

The complaint is about the landlord’s handling of the resident’s reports of his neighbour’s barking dog.

The resident has complained about: The landlord’s response to their reports of antisocial behaviour, including noise nuisance and bad odours. The standard of service in the handling of their complaints.

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 is about the landlord’s handling of the resident’s concerns about its management of the stair lifts servicing the building.

The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB), namely, the use of cannabis by her neighbours.

The complaint refers to: The landlord’s handling of repairs following a leak from the roof of the resident’s building. The landlord’s response to the resident’s request for compensation for distress and inconvenience and costs incurred as a result of the …

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.

The complaint is about the landlord’s: Original decision to restrict the resident’s access to a single point of contact. Decision in December 2020 to retain the single point of contact. Handling of a communal repair.

The complaint is about: the level of compensation offered to the resident further to his reports of water ingress, damp and mould. the landlord’s response to the resident’s complaint about the “One-Stop-Shop.”

The complaint is about the landlord’s decision not to compensate the resident for damage to the flooring and walls, caused by a leak at the property. The complaint is also about the landlord’s communication and complaint handling.

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

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 residents reports of: Mould and damp within the property and the installation of extraction fans. Damage to the resident’s belongings from mould and damp. Its complaints handling. The effects of the …

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 response to residents’ reports about: Repairs to the kitchen at the property including cupboards, mixer tap and linoleum flooring. Repairs to the electric cooker. The landlord’s complaint handling.

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 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 response to the resident’s reports of mould in her property.

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 is about the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB). Request for soundproofing in the property. Complaint handling.

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 is about: The time taken to arrange/undertake the repairs reported, following the installation of the resident’s new boiler.​ The landlord's handling of the resident’s reports of a chip in the edge of the kitchen table. The landlord's operative …

The complaint concerns the landlord’s handling of the resident’s: request for compensation for items she had purchased for the property. request for her previous complaint about issues including anti-social behaviour (ASB), staff conduct and repairs to be reinvestigated as she …

The complaint is about the landlord’s handling of attempts to access the resident’s property to resolve an issue with the fire panel, and its response to his subsequent formal complaint.

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

The complaint is about the landlord’s decision to decline the resident’s request to install fencing outside his property.

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

The complaint is about the landlord’s handling of the resident’s complaint about the advice and support it gave her in relation to the sale of her property.

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 resident’s complaint about its handling of repairs to resolve damp and mould. events after the final complaint response of 16 October 2020.

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 is about: The condition of the property following a mutual exchange. The landlord’s response to reports of a missing window following the mutual exchange. The landlord’s response to the resident’s reports of mice infestation, missed bin collections, and …

The complaint is about the landlord’s:

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

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 …

The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The resident’s concerns about the landlord’s handling of her Freedom of Information request.