Housing Ombudsman Decisions

The complaint is about the landlord’s handling of: The resident’s reports of poor staff conduct. Medical evidence to support the resident’s re-housing application.

The complaint is about: The repairs service provided by the landlord following a burst pipe in the property. The suitability of the temporary accommodation offered by the landlord. The landlord’s response to the resident’s request for reimbursement for damage to …

The complaint is about: The landlord’s response to the resident’s request to extend her property. The landlord’s decision to refuse consent for the extension.

The complaint is about the landlord’s: Response to and handling of a leak into the resident’s property. Handling of the resident’s request for a property transfer. Response to the resident’s reports of damaged and stolen items. The Ombudsman has also …

The complaint is about the landlord's: Handling of adaptation works carried out to the resident’s bathroom. Response to the resident’s concerns about the toilet flush and size of the wash basin. Response to the resident’s reports of poor staff conduct. …

The complaint is about the landlord’s: Response to the resident’s concerns about ad-hoc visits and the conduct of a member of its staff. Response to the resident’s concerns about their garden. Complaint handling.

The complaint concerns: How the landlord handled the replacement of the boiler in the resident’s property. The associated formal complaint into this matter.

The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance from his and a neighbour’s light switches. The associated complaint.

The complaint is about: The landlord’s response to the resident’s reports of damage to his mirror. The landlord’s response to the resident’s requests for storage whilst external works were carried out to the building. The landlord’s management of external works …

The complaint is about the landlord’s: Response to the resident’s reports that her neighbour had removed her washing line from a communal area. Response to the resident’s reports of alleged anti-social behaviour by her neighbour. This investigation has also considered …

The complaint is about the landlord’s handling of: The delays to repair the resident’s front and back doors. The resident’s reports of a faulty boiler and his concerns about carbon monoxide emissions. The associated complaint.

The complaint is about: The landlord’s response to the resident’s concerns regarding the standard of caretaking. The landlord’s response to the resident’s report of a missed repair appointment and concerns raised about lighting repair works. The landlord’s handling of the …

The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start of her tenancy. The landlord’s response to the resident’s reports of damp and mould throughout the property and its handling …

The complaint is about the landlord’s: Handling of repairs to the ventilation system in the resident’s bathroom. Response to the resident’s request to be reimbursed for renovation works to her bathroom that she completed independently. Response to the resident’s concerns …

REPORT COMPLAINT 202004589 Ealing Council 11 January 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. This is set […]

The complaint is about the landlord’s: Decision to recharge the resident for a door replacement. Handling of the resident’s complaint.

The complaint is about the landlord’s: Handling of the resident’s antisocial behaviour (ASB) case. Response to reports that the fence had been removed.

The complaint is about the landlord’s response to the residents’ reports of: asbestos in the property. the air quality and lack of sufficient ventilation. priority for transfer based on overcrowding and an undersized bedroom.

The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to reports of leaks from the property above. Complaint handling.

The complaint is about the landlord’s: decision to recharge the resident for the front door lock replacement. Record keeping in relation to repairs to the front door . handling of the associated complaint.

The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance. The resident’s request for a management transfer.

The complaint is about: The landlord’s handling of a gas safety inspection at the resident’s property. The landlord’s handling of repairs to the Emergency Control Valve (ECV) on the resident’s gas meter. The landlord’s communication and the level of support …

The complaint is about the landlord’s: response to the resident’s reports of repair issues with her rear gate and her request to replace the dividing link fence with a wooden fence; complaints handling.

The complaint was about: The landlord’s response to the resident’s reports of remedial works following a leak to the boiler. The landlord’s response to the resident’s reports of a faulty boiler. The landlord’s response to the resident’s reports of overflowing …

The resident complains about the landlord’s handling of:

The complaint is about:

The resident’s complaint is about the landlord’s handling of repairs and his complaint.

The complaint is about: The landlord’s handling of repairs to the guttering at the resident’s property and its response to the resident’s reports of damp and mould. The landlord’s handling of the installation of a kitchen extractor fan. The landlord’s …

The complaint is about: The action taken by the landlord in response to reports of Anti-Social Behaviour (ASB), including the proposed installation of a gate and CCTV. The landlord’s handling of reports of noise, smoke, and odours from neighbouring commercial …

The complaint is about the landlord’s response to: The resident’s concerns about the state of repair and security of communal doors, the resident’s reports of fly tipping and to the resident’s concerns regarding communal cleaning. The resident’s request for information …

The complaint is about the landlord’s response to: A rat infestation at the resident’s property and her request for compensation. The replacement of loft insulation affected by rat droppings and urine. The replacement of a drain due to age. Repairs …

The complaint is about the landlord’s: Handling of repairs to the resident’s shower. Complaint handling.

The complaint is about: The landlord’s response to a leak into the communal toilet that was believed to have come from the resident’s property. The landlord’s complaint handling.

The complaint is about: The landlord’s handling of the resident’s request to remain in his grandmother’s property following the termination of the tenancy. The landlord’s handling of the resident’s enquiry about purchasing the property via the Right to Buy (RTB) …

The complaint is about the landlord’s response to the resident’s concerns regarding: repainting her bin cupboard storage door; its programme of planned works, including repainting her property; its call handler’s behaviour.

The complaint is about the landlord’s handling of Reports of damage, noise and repairs following the neighbour’s loft extension work. Allegations of anti-social behaviour (ASB) made about the resident. Staff related complaints including an incident when the resident was asked …

The complaint is about: The landlord’s response to the resident’s concerns about the length of time he was without heating and hot water at the start of his tenancy and the level of compensation offered. The landlord’s handling of the …

The complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs remaining after its contractor’s works at her property. The landlord’s complaint handling.

The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request for reimbursement of costs related to his garden, travel, rent and council tax. The landlord’s handling of the …

The complaint is about: The landlord’s handling of allegations of antisocial behaviour (ASB) made against the resident. The landlord’s handling of the associated complaint.

The complaint concerns the landlord’s: Handling of the residents’ reports of antisocial behaviour from their neighbour. Handling of the residents’ request for a management move. Related complaint handling.

The complaint is about the landlord’s response to the resident’s: Reports of repairs to the communal parts of the block. Reports of repairs to the property. Reports of antisocial behaviour (ASB). Request for an allocated parking space.

This complaint is about the landlord’s handling of: an increase in the resident’s service charges; the related complaint.

The complaint concerns how the landlord handled: Repairs to the property’s wetroom. The resident’s reports of damage to fencing. The resident’s request to transfer to another property.

The complaint is about the landlord’s: response to the resident’s reports of Anti-Social Behaviour (ASB). handling of the complaint.

The complaint is about the landlord's response to: Outstanding repairs. Time taken to be decanted. Overcrowding in the property. The impact on the resident’s health and wellbeing. Damaged belongings.

The complaint is about: The landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB). The landlord’s handling of the resident’s outstanding bathroom repairs. The landlord’s handling of the resident’s request to be moved following an assault experienced. The landlord’s …

The resident’s complaint is that the landlord has not taken appropriate steps in response to her complaint of antisocial behaviour (“ASB”) by neighbouring properties and a neighbour’s use of a shed. The landlord’s complaint handling has also been considered.

The complaint is about: The landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB) by her neighbour. The landlord’s complaints handling.

The complaint is about: The landlord’s response to a leak that occurred during works to the resident’s kitchen. The landlord’s response to the resident’s reports of damage to her belongings. The landlord’s response to the original works to the kitchen. …