Housing Ombudsman Decisions

The complaint is about the: Condition of the property when it was let to the resident. Landlord’s handling of repairs including a leak, damp, and mould. Landlord's response to the resident's reports that she did not have heating and hot …

The complaint is about the landlord’s: Response to the resident’s concerns about the bathroom. Response to the resident’s request to be moved to supported housing. Complaint handling.

The complaint is about the landlord’s handling of the resident’s: Reports of fly tipping in the bin store. Concerns relating to the caretaker’s performance. Reports of repairs required to the external communal doors of the building. Reports of repairs required …

The complaint is about the landlord’s response to: The resident’s dissatisfaction of the provision and standard of grounds maintenance for the front garden and communal outdoor areas. The resident’s request for the landlord to pave the front garden as a …

The complaint is about: The landlord’s response to flooding at the property. The landlord’s handling of the decant. The landlord’s handling of repairs. The landlord’s handling of the resident’s personal data. The landlord’s response to damage caused to the resident’s …

The complaint is about: The landlord’s handling of required works after completing a damp and mould survey. The landlord’s handling of repairs to the resident’s broken staircase and handrail.

The resident’s complaint is about the landlord’s response to: a leak to the building roof; the associated complaint.

The complaint is about: The landlord’s response to the resident’s reports of: Antisocial behaviour (ASB); Outstanding repairs; Boiler repairs. The landlord’s handling of the resident’s: Management move; Complaint.

The complaint is about: Information provided during the sales process. The landlord's handling of the resident’s reports about repairs. The Ombudsman investigated the landlord's handling of the associated complaint.

This complaint is about: The level of compensation offered by the landlord following a wide range of repair, cleaning, communication, gardening and maintenance issues in the resident’s home and the communal areas of his block. The resident’s concern that the …

The complaint is about the landlord’s handling of the resident’s concerns about: The level of insulation in the property. The condition of the external brickwork. The condition of the heating system. This Service will also assess the landlord’s complaint handling.

The complaint is about the landlord’s handling of: outstanding repairs to the property. a telephone call on 26 and 28 April 2022 regarding the rent account. The landlord’s complaint handling has also been investigated. The landlord’s knowledge and information management …

The resident has complained about: the landlord’s handling of reports of issues with estate waste management, including its handling of littering and fly tipping. the landlord’s handling of her reports of washed laundry on balconies and walkways. the landlord’s handling …

The complaint is about the landlord’s: Handling of the resident’s reports about antisocial behaviour (ASB). Handling of the resident’s reports about its officers’ conduct and behaviour. Implementation of its unreasonable behaviour policy. The Ombudsman has also considered the landlord’s complaint …

The complaint is about: The landlord’s response to the resident’s concerns about the temperature of the water and the water pressure. The associated complaint.

This is about the landlord’s response to the resident’s reports of: Communal repairs. A notice put up by a member of the landlord’s staff. Antisocial behaviour (ASB).

The complaint concerns the following: The support provided to the resident as part of the licence agreement. The landlord’s response to the resident’s reports about staff behaviour. The landlord’s response to the resident’s anti-social behaviour reports. The landlord’s decision to …

The complaint is about the landlord’s response to: The resident’s reports of outstanding repairs in the property. The resident’s reports of antisocial behaviour (ASB) about her neighbour. Reports of ASB it received about the resident. The resident’s request to be …

The complaint concerns: The resident’s allegation that his share in the property was mis-sold due to the defect. The landlord’s handling of remedial works and the resident’s temporary move into alternative accommodation. The landlord’s handling of the associated complaint.

This complaint is about the landlord’s handling of: The resident’s enquiries about her service charge. A repair to the resident’s shower. The resident’s complaint and its decision to retract an offer of extra compensation in relation to a broken vase.

The complaint is about the landlord’s: Handling and management of repairs to reinstate heating and hot water in the property. Response to the resident’s reports of outstanding repairs within the property. Response to the resident’s reports that the property was …

The complaint is about the landlord’s response to the resident’s concerns about: Communication regarding major works carried out to the block. The standard of works carried out to the roof, windows and paintworks within the major works programme. The decision …

The complaint is about the landlord’s responses to the resident’s: Concerns about the repairs and maintenance of the block. Concern that her email communication to the landlord was blocked. Queries concerning the service charges. The investigation also considered the landlord’s …

The complaint is regarding; The standard of remedial works carried out by the landlord. The length of time taken to resolve the leak. The landlord’s handling of repairs to the resident’s bathroom flooring, kitchen ceiling and wall units. The landlord’s …

The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB). the resident’s request for a management transfer. The residents request for an upgrade to the heating system. The resident’s request for his kitchen and bathroom …

The complaint is about: The landlord’s handling of complaints about a contractor. The landlord’s response to the resident’s reports of creaking floorboards. This Service has also investigated the landlord’s complaint handling and the level of compensation offered.

REPORT COMPLAINT 202228755 Aster Group Limited 27 October 2023 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. […]

The complaint concerns the landlord’s handling of: The resident’s reporting of anti-social behaviour. The resident’s request for a property move. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.

The complaint is about the landlord’s handling of the resident’s: Reports of repairs required in the property including cold floors, cold walls and issues of damp and mould. Report concerning flooring coverings and that the landlord had fitted non-matching tiles …

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

The complaint is about the landlord’s handling of the resident’s reports about: its contractor’s conduct. repairs to her boiler and radiators. repairs to her kitchen and bathroom. Repairs to her toilet. The Ombudsman has also considered the landlord’s complaints handling.

The complaint is about the landlord’s handling of the resident’s: request for information about the actual service charges for 2020-21; concerns about the amount he was being charged for services, and the consultation process for non-essential services; associated complaint.

The complaint is about: The landlord's decision not to investigate the resident's report of a damaged carpet caused by a flood in 2019. The landlord's handling of the resident's reports of pest infestation. The landlord's handling of the resident's reports …

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

The landlord’s response to reports of noise from a neighbour’s Air Source Heat Pump (ASHP). Reports of no hot water at the property and the associated level of compensation offered.

The complaint is about the landlord’s handling of: The resident’s report of anti-social behaviour (ASB). Its decision to let a property to the alleged perpetrator. The resident’s complaint.

The complaint is about the landlord’s handling of: the resident’s reports of damp and mould and the associated repairs; the adaptations to the resident’s property; the resident’s decant request; the resident’s complaint, including the level of compensation offered.

The complaint is about the landlord’s: Response to the resident’s concerns about her oven and kitchen units. Complaint handling.

The complaint is about the amount of compensation offered to the resident associated with the landlord’s handling of: Repairs, including damp and mould, a leaking sink and garden maintenance. The resident’s request for wardrobes and a garden shed. The associated …

The resident’s complaint is about: The landlord’s response to the resident’s reports of flooding of the car park. The landlord’s response to the resident’s request to use the sinking fund to pay for remedial works to a car park pump …

The complaint is about the landlord’s: handling of repairs following the resident moving into a mutual exchange property; response to the resident’s concerns of alterations made to the outhouse by the previous tenant; handling of drainage and groundworks; communication with …

The complaint is about: The landlord’s handling of the sale process of the resident’s property. The resident’s claim that the landlord’s handling of the sale process resulted her suffering a financial loss. The landlord’s handling of the resident’s complaint.

The complaint is around: The landlord’s communication around service charges. The landlord’s proposed increase to service charges and levels of those charges. The landlord’s management of the resident’s complaint.

The complaint is about the landlord’s handling of the resident’s: Reports of roof leaks affecting the property and associated damage caused. Request for a service charge refund due to lack of service. Request for compensation relating to boiler damage/new boiler. …

The complaint is about the landlord’s: response to the resident’s reports about the condition of the property at the start of the tenancy. handling of repairs to the resident’s property. handling of roof repairs to the resident’s property. complaints handling.

The complaint is regarding the landlord’s response to concerns raised regarding: Grounds maintenance and the maintenance of communal areas. Electricity charges relating to bollard lights.

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Concern that damp and mould issues had impacted on the health of her household. Reports of silverfish in the property, as a …

The complaint is about the landlord’s handling of: The installation of solar panels at the resident’s property in 2016. Issuing a lease for the solar panels resulted in the resident suffering a financial loss. Issuing a lease for the solar …

This complaint is about: The landlord’s handling of the resident’s reports of noise, harassment and antisocial behaviour by neighbours; The landlord’s handling of reports that the resident was engaging in antisocial behaviour; The conduct of the landlord’s staff; The landlord’s …

The complaint is about: