Housing Ombudsman Decisions

The complaint is about the landlord’s decision not to install soundproofing in the resident’s property.

The complaint refers to the landlord’s handling of: The resident’s reports of noise nuisance from a nursery beneath his property. Repairs to a broken washing machine.

The resident complains about the landlord’s response to:

REPORT COMPLAINT 202124583 Guinness Housing Association Limited 18 July 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 landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request to be re-housed under the management transfer process.

This complaint is about the landlord’s response to the resident’s concern about: the conduct of its staff; the offer of compensation.

The complaint is about the landlord’s handling of the resident’s request for rehousing.

The resident complains about the landlord’s handling of: repairs to the main entrance door/intercom and the request for compensation for this, and; the formal complaint.

The complaint is regarding: The landlord’s response to the resident’s reports that a member of staff had taken over £3000 from her bank account without her consent. The landlord’s administration of the resident’s rent account, its decision to issue a …

The complaint is about the landlord's response to damage to the resident’s possessions, including a carpet, caused by the sprinkler system.

The complaint is about the landlord’s handling of the resident’s reports of a faulty gas meter.

The complaint is about the landlord’s handling of: The issuing of a final warning letter to the resident following her anti-social behaviour (‘ASB’) reports and counter allegations. The resident’s request to be rehoused.

This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB) the resident’s reports of noise disturbance the resident’s reports of the lack of maintenance of the neighbour’s garden including dog fouling the related complaint

The complaint is about the landlord’s handling of the residents reports of Anti-Social Behaviour (ASB) and inadequate sound insulation at his property.

The complaint is about the landlord’s response to: A parking fine the resident received from Parking Control Management. The resident’s request for a disabled parking bay.

The complaint is about the landlord’s response to the residents reports of cigarette smoke from the flat above entering her property.

The complaint is about: The information provided by the landlord about the property and the tenancy type during the tenancy offer process in 2019. The landlord sending the resident details about another tenant during the stage one complaint response. The …

The complaint is about the landlord’s response to the resident’s reports of a leak and her subsequent request for compensation.

The complaint is about the landlord’s handling of repairs to the resident’s heating and hot water system.

The complaint is about the landlord’s handling of the resident’s concerns about antisocial behaviour by a neighbour, in relation to the neighbour’s dog and fence.

The complaint is about: The landlord's response to the resident’s concerns regarding fire safety at the pro p erty and how this impacted on the sale of their property . The landlord’s response to the resident’s request for a refund …

This complaint is about: The landlord’s handling of the resident’s complaint of 31 May 2019 regarding her reports of anti-social behaviour (ASB) by her neighbours, fencing and other issues. The resident’s complaint of 16 June 2020 about: How the landlord …

The complaint is about the landlord’s positioning of a replacement oil tank in the resident’s back garden.

This complaint is about: The resident’s liability to pay for some of her service charges. A legal charge against the resident’s property. The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours. The landlord’s response to …

REPORT COMPLAINT 201805588 Sanctuary Housing Association 22 April 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 handling of the resident's requests for rehousing, handling of complaints of antisocial behaviour (ASB) by and about the resident and that the landlord would not allow him to keep a pet at the property.

The complaint concerns how the landlord handled the resident’s reports about the condition of the bathroom and kitchen in the property.

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

The complaint is about the landlord’s response to the resident’s request for battens to be installed to her home.

The resident’s complaint is that a replacement unit the landlord installed in his kitchen does not match the existing units and is of poor quality.

The complaint is about: The level of compensation offered by the landlord following the resident's report of a leak. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s response to the resident’s complaint about the service he received from a Customer Service Agent (CSA) during a telephone call on 2 February 2021.

The resident has complained about: Complaint One: the resident’s complaint is about the landlord’s handling of rent arrears; Complaint Two: the resident’s complaint is about the landlord stating that he was abusive in a telephone call; and Complaint Three: the …

The complaint concerns the landlord’s response to the resident’s reports about the dividing fence in her garden. The landlord’s complaints handling has also been investigated.

The complaint is about the landlord’s response to the notice period and date of notice used by the landlord when the residednt left the property.

The complaint is about: The landlord’s handling of the resident’s report of nuisance caused by a neighbour using the fire door.

The complaint is about the landlord’s response to the resident's concerns regarding storage of his bicycles in communal areas of his building.

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

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.

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 …

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 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.

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 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 concerns the landlord’s: Response to the resident’s reports about the level of the service charges. Response to the resident’s queries about the service charge account. Complaint handling.

The complaint is about: The landlord’s response to the resident’s concerns about its handling of her personal data and her concerns about data breaches. The landlord’s response to the resident’s concerns, following the breakdown of her relationship and the subsequent …

The complaint is regarding the landlord’s response to the resident’s reports of anti-social behaviour (ASB). This Service has also made a finding in relation to the landlord’s complaint handling.