Housing Ombudsman Decisions

The complaint is about: the condition of the property at the commencement of the resident’s tenancy. the landlord’s complaint handling.

The complaint is about: The landlord’s handling of the resident's application for succession of tenancy and the quality of customer service provided by the landlord. The landlord’s handling of a gas safety check. The landlord’s handling of the resident's complaint.

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

The complaint is about the cost of removing and reinstalling a satellite dish from the outside of the property, which was required as part of major works.

The complaint is about: The provision of services by the landlord during the Covid-19 pandemic, specifically the scheme manager service and access to communal areas; The landlord’s response to the resident’s request for a service charge refund in relation to …

This complaint is about:

The complaint is about the landlord’s response to the resident’s reports of leaks into her property and into the building and communal areas.

The complaint refers to the landlord’s handling of: The outstanding major works to the resident’s kitchen. The replacement of the resident’s carpets following a water leak. The resident’s concerns related to the condition of the property. The resident’s request for …

The complaint concerns the landlord’s handling of the resident’s report of a pest problem in her property.

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

The complaint is about the landlord’s response to: The resident’s request for it to repair her garden paving slabs. The resident’s report of her sound insulation being inadequate.

REPORT COMPLAINT 202006581 Hackney Council 31 March 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 […]

This complaint is about: The landlord’s response to the resident’s complaint about noise from taps and creaking floorboards in her neighbours flat prior to June 2016. The landlord’s response to the resident’s reports in September 2020 of issues arising with …

The complaint is about the landlord’s: handling of the resident’s report that its operatives attended the property without prior notice; handling of the resident’s report that its operatives attended without appropriate personal protective equipment (PPE) and did not maintain social …

The complaint is about the landlord’s handling of an anti-social behaviour report made against the resident.

The complaint is about: The landlord’s handling of the resident's reports of a cockroach infestation in her block; and The reasonableness of the landlord’s proposal to increase the resident’s service charge. The Ombudsman has also considered the landlord’s handling of …

The complaint is about: The landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB) in and around her building. The landlord’s response to the resident’s concerns about the communal doors, car park gate and the building’s ventilation system.

The complaint concerns the landlord’s handling of repairs required to fix a leak in the resident’s property.

REPORT COMPLAINT 202006852 Waltham Forest Council 30 March 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 […]

This complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours (Ms Y and Ms Z) after 16 September 2020. The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her …

The complaint is about the landlord’s: Handling of the annual gas safety inspection at the resident’s property during the Covid-19 pandemic; Handling of an asbestos survey at the resident’s property during the Covid-19 pandemic; Complaint handling.

REPORT COMPLAINT 202005551 Haringey Council 29 March 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 […]

The complaint is about the landlord’s response to the resident’s requests about: Additional security, lighting and CCTV following a burglary. Repairs to a window following a burglary.

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

The complaint is about the landlord’s decision to not carry out additional repairs to a bike shed door.

In their form and email to the Housing Ombudsman Service, the resident has complained: The landlord has not compensated the resident for damages caused by a boiler leak in January 2019. The resident is charged a different amount to other …

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

This complaint is about the landlord’s response to the resident’s concerns regarding the following issues: The compensation offered for belongings damaged by damp and mould at her previous property. Duplication of rent resulting in rent arrears in 2019. The additional …

This complaint is about the landlord’s response to the resident’s concerns about asbestos at her property.

The complaint concerns the landlord’s handling of the resident’s reports of noise coming from neighbouring properties.

The complaint is about the landlord’s response to the resident’s request for repairs to her door, oven, and balcony.

The complaint is about the landlord's response to the resident's request to replace the kitchen.

The complaint is about: The landlord’s handling of repairs due to leaks which affected the leasehold property. The level of redress offered by the landlord for the delay, distress and inconvenience caused. The landlord’s response to the request for redress …

The complaint is regarding the landlord’s handling of: The resident’s reports of damp and mould and other repairs required in the property. The resident’s request to be rehoused due to the issues and overcrowding in the property.

The complaint is about the landlord’s response to concerns raised by the resident about: The upgrade works to the heating system. The upgrade work to the electrics. The asbestos removal. The handling of a decant. The lack of a damp-proof …

The complaint is about the landlords handling of: The resident's request to be rehoused, following the birth of her children. The resident's reports of a faulty lift.

The complaint is about the landlord’s: Handling of repairs to the soffit and fascia boards, guttering and alteration work to the property’s car port roof. Handling of complaints raised about behaviour of contractors when attending repairs. Delay in holding the …

The complaint concerns the landlord’s decision to not reimburse the resident for the costs incurred when carrying out improvement works to the property.

The complaint concerns the landlord’s handling of the resident’s reports of water leaks from the properties above hers.

REPORT COMPLAINT 202005257 Waltham Forest Council 22 March 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 is about the landlord’s handling of the resident’s request to have mixer taps fitted to her kitchen and bathroom sinks.

The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s response to the resident’s reports of poor communication and staff conduct. The landlord’s complaints handling.

The complaint concerns the landlord’s handling of:

The complaint is about the landlord’s handling of a blocked drain, specifically, the length of time it took to resolve the issue and its decision not to compensate the resident for damage caused to the property.

The complaint is about the landlord’s response to the resident’s request for compensation for her electricity bills and damaged goods following a leak.

The resident has complained that the landlord has failed to resolve their reports of noise nuisance from a neighbour

This complaint concerns the landlord’s handling of the residents’ reports of antisocial behaviour (ASB) by their neighbour, including the conduct of its staff.

The complaint concerns: How the landlord handled repairs to kitchen drawers in the resident’s property. The landlord’s decision about the kitchen layout in relation to the resident’s request to install a fridge/freezer.

The complaint is about: the landlord's work on the driveway and the drainage system at the property; and the landlord's handling of the resident’s complaint.

The complaint is about the landlord’s handling of a complaint made about her by its Property Management Agent (PMA).