Housing Ombudsman Decisions

The complaint is about the landlord’s handling of the resident’s reports that his carpet had been damaged during his bathroom refurbishment.

The complaint is about the landlord’s handling of: Repairs to the resident’s property. The resident’s rent account. The associated complaint.

The complaint is about the landlord’s handling of the resident’s reports about dogs barking at a neighbouring property.

The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). The level of caretaking services provided. The associated complaint.

The complaint is about the landlord’s handling of: Reports of damp, mould, water ingress, and its handling of the associated repairs. Boundary changes in the communal garden. Reports of antisocial behaviour.

The complaint is about the landlord’s handling of the resident’s concerns about the garden fence.

The complaint is about the landlord’s handling of the resident’s request to install an electrical vehicle (EV) charging point to the property.

The complaint is about the landlord’s response to the resident’s report of a fire being caused by a contractor.

The complaint is regarding the landlord’s handling of the resident’s: Reports of anti-social behaviour. Reports it disclosed unauthorised information to her healthcare provider. Request for a new tenancy agreement. The Ombudsman has also considered the associated complaint handling.

The complaint is about the landlord’s handling of the resident’s request for reimbursement of costs relating to relocation, due to the closure of the home.

The complaint is about the landlord’s decision not to allow the applicant to succeed his late mother’s tenancy.

The complaint is about the landlord’s handling of the removal of asbestos floor tiles from the resident’s flat.

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

The complaint is about the landlord’s: Increase of the resident’s service charge costs. Handling of the resident's request for a breakdown of service charges and a copy of its annual report. Complaint handling.

The complaint is about the landlord’s handling of the resident’s request to take carpet to her new property.

The complaint is about the landlord’s handling of reports of leaks, damp, and mould.

The complaint is about the landlord's handling of the signing of the tenancy agreement. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s: Response to the theft of the resident’s bicycle wheel from a communal storage unit. Handling of the complaint.

The complaint is about the landlord’s refusal of the resident’s right to acquire application. The Ombudsman has also taken the decision to consider the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of: The resident’s reports regarding repairs to her heating. The resident’s reports of cannabis use in the building. The associated complaint and level of redress.

The complaint is about the landlord’s handling of the resident’s reports about internet connectivity.

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

The complaint is about the landlord’s: Monitoring and management of a communal car park used by the resident. Complaint handling.

REPORT COMPLAINT 202324646 Flagship Housing Group Limited 12 March 2025 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 the positioning of the carbon monoxide detector.

The complaint is about the landlord's: Response to the resident’s reports of damp and mould in the property. Complaint handling.

The complaint is about: the level of service charges. the landlord’s management of the resident’s rent account.

This complaint is about the landlord’s response to the resident’s report that its operative had damaged a manhole cover.

The complaint is about the landlord’s response to the resident’s requests for replacement garden fencing.

The complaint is about the landlord’s response to the resident’s complaint that his neighbour had cut down trees in a communal garden.

The complaint is about the landlord’s handling of the resident’s enquiries about an increase in utility charges and the administration of the Energy Bill Relief Scheme (EBRS) and the Energy Bill Discount Scheme (EBDS).

The complaint is about: The landlord’s response to the resident’s concerns about staff conduct. The associated complaint handling.

The complaint is about the landlord’s handling of the resident’s rent account and associated arrears.

The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from her neighbour. Request for a management transfer. Request for a breakdown of service charges and reimbursement of her rent and expenses.

The complaint is about the landlord's response to the resident's reports about low boiler and water pressure in the property.

The complaint is about the landlord’s handling of the residents: Concerns regarding appointments. Reports of being harassed by the landlord.

The complaint is about the landlord’s handling of: The communal garden maintenance. The associated complaint.

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

The complaint was about: The landlord’s response to the resident’s concerns about the quality of fire safety works, its contractors and her request that the landlord pay for the fire safety works. The consultation for and the costs of fire …

The resident’s complaint is about the conduct of a staff member while handling an antisocial behaviour (ASB) case.

The complaint is about the landlord’s response to: The resident’s reports of: Drainage issues. Cracks in her property walls. Staff misconduct The resident’s concerns about: The standard of replacement of communal flooring. Charges for remedial work to the communal flooring. …

The complaint is about the landlord’s handling of: The resident’s reports of repairs in her property. The resident’s reports of a data breach. Changes to the energy billing system and to the energy supplier.

The complaint is about: The landlord’s handling of the resident’s reports that the landlord did not return some of his phone calls and used withheld phone numbers when it did phone him. The landlord’s handling of the associated complaints.

The complaint is about: The landlord’s response to the resident’s report that he received a neighbour’s gas safety appointment letter in error. The landlord’s handling of the associated complaints.

The complaint is about: The landlord’s decision to nominate a staff member as a point of contact and the resident’s concerns about how that member of staff managed communication. The landlord’s complaint handling.

The complaint is about the landlord’s handling of: repairs following a kitchen replacement. the associated complaint.

The resident’s complaint is about the landlord’s handling of a leak.

The complaint is about the landlord’s handling of a roof replacement and its request that the resident paid a contribution towards this. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Reports of a leak. Request to reimburse the insurance excess fee.

The complaint is about the landlord’s actions in recovering rent arrears from the resident.