Housing Ombudsman Decisions

REPORT COMPLAINT 202013454 The Riverside Group Limited 20 December 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 not to replace the resident’s living room and kitchen flooring damaged by flooding.

The landlord’s response to reports of mould, damp walls, and ceilings. The landlord’s response to concerns about the boiler’s low pressure and a leak from a radiator. The landlord’s response to a request for compensation for damage to the carpet …

The complaint is about: The comments made by the landlord’s staff, about the resident, to the occupiers of the property next door.

The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour.

The resident complains about: the landlord refusing her father access into her property during the covid pandemic. the landlord’s failure to act accordingly in line with the Equality Act 2010. the landlord’s handling of her complaint.

The complaint is about the landlord’s: Handling of the resident’s management move. Response to the resident’s concerns about the cost of heating at the property. Response to the resident’s concerns about a safeguarding matter being raised. Response to the resident’s …

The complaint is about the landlord’s response to the installation of a trellis on a neighbouring property.

REPORT COMPLAINT 202010149 Anchor Hanover Group 12 November 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 condition of the property at the start of the resident’s tenancy. How the landlord handled the resident’s reports of repairs required to the walls and a boundary fence. The landlord’s decision not to reimburse the resident …

The complaint is about the landlord’s: Response to the resident’s concerns regarding delays in the sales process to sell the property. Response to a leak into the property. Complaint handling.

The complaint is about the landlord’s handling of the resident’s request for a new kitchen.

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

The complaint concerns the landlord’s decision regarding the closure of the guest room in the resident’s building.

The complaint is about the landlord’s response to the resident’s requests for a vehicle to be prevented from parking in front of his window.

The complaint concerns how the landlord handled the resident’s: housing application formal complaint into this matter. allegations of discrimination by its staff members.

The complaint is about the landlord’s handling of the resident’s request for wooden fencing in her rear garden.

The complaint is about the landlord’s handling of the resident’s request for rehousing, property adaptations and support for medical needs. This Service has also assessed the landlord’s complaint handling.

REPORT COMPLAINT 202012509 The Riverside Group Limited 29 September 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 that the landlord: Had failed to provide proof that she had an affordable rent tenancy. Had responded unreasonably to her rent arrears. Had unreasonably increased her rent.

The complaint is about the landlord’s: Handling of a leak and the associated remedial repairs. Response to the resident’s request for compensation for the carpet, which was damaged by the leak.

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

The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The amount of service charge the resident had to pay during the covid-19 lockdown when he says services were not provided. The landlord’s response to …

The complaint is about the landlord’s response to the resident’s: reports about maintenance issues at her property, including: mould; electrical safety; concerns about the investigation and removal of asbestos at her property.

The complaint concerns the landlord’s handling of repairs to the resident’s heating system.

The complaint is regarding: The landlord’s handling of the resident’s reports of a leak in his property. The landlord’s response to the resident’s claim for the cost of new carpets following the water leak.

The complaint is about the landlord’s response to the resident’s dispute about the allegation that he had been rude and aggressive towards staff.

The complaint is about the landlord’s response to the resident’s reports of repair issues with cracks in his walls and ceiling.

The complaint is about the landlord’s handling of the resident’s reports of: A silverfish infestation. Boiler repairs and a bathroom leak.

The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB).

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

The complaint concerns how the landlord handled: Repairs to the property following a fire. The resident’s claim for reimbursement for her personal items damaged by the fire. The resident’s claim for compensation for the cost of replacing a carpet which …

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 …

REPORT COMPLAINT 202012058 Platform Housing Group Limited 23 July 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 […]

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 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.

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 concerns: The landlord’s handling of outstanding defects at the property. Breaches of data protection regulations by the landlord. The condition of the wiring in the property.

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 concerns the landlord’s handling of the resident’s reports of damp and mould in her property.

The complaint concerns the landlord’s decision to decline the resident’s request for a fence to be installed at the back of the garden.

The complaint concerns the landlord’s handling of: The resident’s reports of antisocial behaviour by his neighbours. The resident’s associated complaints.

The complaint refers to: The landlord’s response to the resident’s request for compensation for the interruption of the gas supply to the property. The landlord’s handling of the resident’s Subject Access Request. The landlord’s communication and handling of the associated …

REPORT COMPLAINT 202012977 Paradigm Housing Group Limited 6 June 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 […]

The complaint concerns: The landlord’s handling of charges associated with the car park. The landlord’s decision to withhold information from the resident’s subject access request. The level of rent charged to the resident.

The resident complains about the landlord’s offer of compensation in response to concerns about damp and a leak at the property.

The complaint is about the landlord’s response to the resident’s reports of noise and anti-social behaviour (ASB) at the property including cigarette smoke from the property below.

The complaint is about: The landlord’s handling of the resident’s proposed sale of her property. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s communication to the resident about her rent arrears and rent increase.