Housing Ombudsman Decisions

The complaint is about: The landlord’s response to the resident’s report of scaffolding remaining in place for an extended period. The landlord’s response to the resident’s report of a leak. The landlord’s handling of the associated complaint.

The complaint concerns: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The length of the notice period required by the landlord before the resident left the property, as well as the rent payable during this period. The …

REPORT COMPLAINT 202010520 Clarion Housing Association Limited 7 May 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 resident complained about the property the landlord offered following their transfer request. Specifically, they complained about:

The complaints are about the landlord’s response to: Concerns raised by the resident about a historic bed bug infestation. The resident’s request for compensation.

The complaint is about the landlord’s handling of reports of silver fish at the property and its subsequent compensation offer.

REPORT COMPLAINT 202009109 Southwark Council 29 April 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 is […]

The complaint concerns: The landlord’s handling of refurbishment work at the resident’s property in 2016 and his claims for damaged goods that resulted from this. Outstanding repairs to the bathroom extractor fan and living room/bedroom window opening system in the …

The complaint concerns the landlord’s handling of the resident’s reports of noise disturbances from his neighbour’s property.

The complaint is about the landlord’s response to reports of leaks from the resident’s toilet. The complaint is about the landlord’s response to the resident’s request for the installation of a new toilet.

The complaint concerns: the landlord’s response to the resident’s reports of a water leak in her property. the landlord’s handling of historical issues to the resident’s property. the impact the condition of the property had on the resident’s health.

The complaint concerns: the landlord’s response to the resident’s questions concerning the communal garden. the landlord’s response to the resident’s historical concerns with the communal garden.

REPORT COMPLAINT 202002957 Optivo 27 April 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 is set out […]

The complaint is about:

The complaint is about the landlord’s response to the resident’s reports of noise nuisance from his upstairs neighbour.

The complaint is about the landlord’s response to the resident’s: reports of multiple repair issues at her property, including: skirting boards; bedroom door; bedroom ceiling; asbestos; mould; external guttering; kitchen electrical wiring; kitchen cupboards; bathroom window handle; request for information …

This complaint is about the landlord response to: The resident’s request for compensation for damage to his carpet following a leak from a radiator in his hallway. The resident’s complaint that he was unable to return to his property for …

The complaint is about the landlord’s decision not to compensate the resident for works he said he carried out to the kitchen, at his own expense, due to the poor quality of workmanship of the landlord.

The complaint concerns: the landlord’s handling of the resident’s eviction. the landlord’s complaint handling. the landlord’s response to concerns raised by the resident that were not addressed as a formal complaint through the landlord’s complaints procedure.

This complaint is about the landlord’s handling of: the resident’s reports of repairs needed to her kitchen; the resident’s reports of asbestos in the block; the resident’s reports of faulty radiators; the resident’s reports of anti-social behaviour (ASB); the resident’s …

The complaint concerns: The landlord’s response to reports of a water leak into the resident’s property. The landlord’s refusal to provide the resident with detailed information concerning the source of the leak and what repairs it undertook to resolve the …

The resident complains about the landlord’s response to the concerns he raised about various repair issues at his property.

The complaint is about the landlord’s response to the resident’s reports about: handling of outstanding repairs to the heating and hot water system. level of cleaning and maintenance in the communal areas. administration of service charges and requests for information …

The complaint is about the landlord’s response to the resident’s reports about: Rehousing requests. Anti-social behaviour from an upstairs neighbour. Standard of the property after multiple leaks.

The complaint refers to: The landlord’s response to the resident’s reports of repairs needed to his radiators, flooring, and boiler. The resident’s concerns that the landlord has labelled him as ‘dangerous’. The resident’s concerns related to the landlord’s use of …

The complaint refers to: The landlord’s response to the resident’s concerns related to staff conduct. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s handling of the resident’s housing transfer application and his reports of overcrowding.

The complaint is about the landlord’s response to the resident’s reports of mould at her property.

The complaint is about: The landlord’s response to anti-social behaviour (ASB); The landlord response to a repair request to a communal door; and The landlord’s decision not to advise the resident about a change to its lettings policy.

The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (‘ASB’) from his neighbour (‘Mr. A’).

The complaint is about the landlord’s handling of the resident’s dissatisfaction with: the water rate charges; and the availability of parking and the restrictions preventing her from obtaining a permit. The Ombudsman has also considered the landlord’s handling of the …

The complaint concerns the level of compensation offered by the landlord, in response to the resident’s reports of an odour from nearby communal bins.

The complaint concerns how the landlord handled the resident’s reports of antisocial behaviour (ASB) by a neighbour.

The complaint is about the landlord’s: handling of damage to the bathroom door; decision not to install/replace bedroom doors in the property.

The complaint is about the landlord’s response to the resident’s reports about the water installation at the property.

The complaint is about the landlord’s response to the resident’s request to purchase her property:

The complaint refers to: The condition of the resident’s kitchen. The landlord’s handling of repairs to the resident’s fence.

The complaint is about the landlord’s response to the resident's concerns about low water pressure being supplied to her property.

The complaint concerns: The landlord’s handling of the resident’s decant up until August 2020. Decant issues arising after August 2020. Historic issues of damp in the property since 2014. The landlord’s handling of the resident’s report of a water leak. …

The complaint is about the landlord’s response to the resident’s reports about: handling of service charge queries customer service and staff conduct complaint handling

The complaint concerns the landlord’s handling of the resident’s outstanding arears.

The complaint is about the landlord’s decision not to level the garden at the resident’s property.

The complaint was about the landlord's response to the resident's:

The complaint is about the landlord’s handling of reports of Anti-Social Behaviour (ASB).

The complaint is about:

The landlord’s response to the resident’s reports of anti-social behaviour. The landlord’s complaint handling.

REPORT COMPLAINT 202004595 Clarion Housing Association Limited 14 April 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 decision to close the communal areas due to the Covid-19 pandemic, particularly the communal lounge and balcony. The presence and availability of the landlord’s staff during the Covid-19 pandemic. The landlord’s response to health …

The complaint is about the landlord’s response to the resident’s concerns about the accuracy of the landlord’s contractor’s account of a repair visit at the property.

The complaint is regarding: the landlord’s handling of the resident’s request to be compensated for a damaged tyre. the landlord’s decision not to offer compensation for this damage. The resident also complained about the landlord’s handling of her reports of …