Housing Ombudsman Decisions

The complaint concerns: The landlord’s decision to recharge the resident to repair the toilet in the property. The conduct of a staff member during the repairs process.

The complaint is about the landlord’s: response to the resident’s concerns regarding cyclical works. complaint handling.

The complaint is about the landlord’s handling of: Leaks in the resident’s property. The associated complaint.

The complaint is about the landlord’s handling of the resident’s: Request for a copy of an EWS1, External Wall System fire review certificate. Request to provide evidence of fire safety. Complaint.

The complaint is about: The landlord’s response to the resident’s reports about leaking and drafty windows causing damp and mould in the property. The landlord’s response to the resident’s request for a management move.

The complaint is about the landlord’s: Response to the resident’s reports that the property was too hot. Response to the resident’s reports of traffic noise from outside the property. Response to the resident’s request for a priority transfer to a …

The complaint is about: how the landlord responded to the resident’s reports of antisocial behaviour. the landlord’s decision to change the age restrictions on the scheme.

The complaint is about the landlord’s handling of the: Resident’s reports of problems with the heating and hot water system. Replacement fire door at the resident’s property. Repair of floor tiles in the resident’s bathroom. This Service has also considered …

The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Reports of damage caused by rats. Complaints. The investigation has also considered the landlord’s information management in respect of this complaint.

The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in the property, and the associated repairs. The resident’s concern that damp and mould in the property had an adverse effect on his health and …

The complaint is about the landlord’s handling of: the resident’s request for adaptations to the doors in communal areas of her building. the associated complaint.

The complaint is about the landlord’s response to the resident's concerns relating to: parking issues and information relating to parking, and; parking fines.

The complaint is about: The landlord’s handling and communication in relation to fire safety works and the provision of EWS1. The landlord’s handling of the resident’s concerns about building security. The landlord’s response to the resident’s queries about subletting. The …

The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB), including noise nuisance. The associated complaint.

This complaint is about the managing agent’s response to: Damage caused by a pigeon infestation. Reports of inconsiderate use of the communal car park. Reports of insufficient cleaning of the communal bin area. Requests for a refund of service charges. …

The complaint is about: The landlord’s handling of repairs to the communal electric car park gates. The level of the service charge raised by the landlord in respect of the electric car park gate repair. The landlord’s handling of the …

The complaint is about the landlord’s: Handling of reports of damp and mould. Decision not to insulate the property. This Service has also considered the landlord’s complaint handling and record keeping.

The complaint relates to: The landlord’s response to the resident’s concerns over its handling of service charges. The landlord’s handling of the resident’s complaint.

The complaint is about: The landlord’s handling of the sale of the resident’s shared ownership property; The resident’s claim that the landlord is liable for his loss of £11,000 through delays in the sales process; The landlord’s complaint handling.

The complaint is about: The landlord’s handling of the resident’s kitchen renewal and subsequent compensation offer. The landlord’s handling of the associated complaint.

The complaint is about: the landlord’s response to the resident’s reports about garden maintenance and the associated service charge. the landlord’s response to the resident’s reports about communal cleaning and the associated service charge. the landlord’s response to the resident’s …

The complaint is about the landlord’s: Handling of repairs to a toilet at the property. Handling of the associated complaint. Record keeping.

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Repairs to the plumbing in the property. The resident’s requests for new storage heaters. Window repairs. The associated complaint.

The complaint is about: The landlord’s response to the resident’s report of a faulty fridge-freezer. The landlord’s handling of the associated complaint.

REPORT COMPLAINT 202207360 Flagship Housing Group Limited 6 November 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 […]

The complaint is about the landlord’s response to the resident’s: Concerns about communal cleaning, repairs, and garden maintenance. Associated complaint.

REPORT COMPLAINT 2022015799 Southern Housing Group Limited 30 June 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 […]

The complaint concerns the landlord’s handling of: The resident’s reports of damp and mould in her previous property. The resident’s reports about the felling of a tree and the subsequent damage caused to the property. The resident’s concerns about the …

The complaint is about: The landlord's handling of the resident's decant. The landlord's handling of the resident's request to access her belongings in storage.

The complaint concerns: The landlord’s handling of the resident’s report of damp and mould in her bathroom. Complaint Handling.

The complaint is about the landlords: Handling of the residents reports of defects at his property. Handling of the residents reports of the lack of communal maintenance at his property. Communication and complaint handling.

The complaint is about the landlord’s: Role in the decision to serve the resident with a Community Protection Warning Notice. Response to the resident’s concerns about her neighbour’s closed-circuit television (CCTV). Response to the resident’s request to be reimbursed for …

The complaint is about the landlord’s handling of: The resident’s reports of noise disturbance. The subsequent complaint.

The complaint is about: The landlord’s response to the resident’s concerns about its handling of a roof renewal and the conduct of its operatives. Complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of a neighbour dispute regarding her right of access. This Service has also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to: The resident’s concerns about the layout of the neighbouring property. The resident’s request for sound proofing. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about: The landlord’s pruning of trees in communal areas during the summer. The landlord’s complaint handling.

This complaint is about the landlord’s response to reports of defects in the doors and windows of a new build house. The Ombudsman has also decided to consider the landlord’s complaint handling as part of this complaint. Although this was …

The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour and the offer of a property advertised in error. The associated complaint.

The complaint is about: Liability for damages and loss caused during a fire at the resident’s home; Liability for damages and loss caused by a contractor following the fire; The landlord’s investigations and actions following the fire; The landlord’s management …

The complaint is about the landlord’s handling of: The resident’s request for new rear-patio doors. The associated complaint.

REPORT COMPLAINT 202204958 Abri Group Limited 31 May 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 is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB) directed against her. Response to the resident’s reports of damp and mould at the property. Response to the resident’s reports of a spider infestation at …

The complaint is about the landlord’s handling of: The resident’s report of damaged cladding. The associated complaint.

The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Request to be rehoused.

The complaint is regarding: the landlord’s handling of the resident’s request for a walk-in shower to be installed in the property’s bathroom. The installation of the walk-in shower.

The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB). The resident’s request to be re-housed. The resident has also complained that her neighbour was re-housed despite being a perpetrator of ASB. The Ombudsman has …

The complaint is about the landlord’s response to: the resident’s reports of anti social behaviour, and; requests for additional security measures. The Ombudsman has also considered the landlord’s complaint handling.

The landlord’s handling of reports of: A pest infestation at the neighbour’s property. Antisocial behaviour from the neighbour. The related complaint.

The complaint is about the landlord’s handling of: The resident’s concerns about the scope and standard of cyclical redecoration works. The resident’s concerns about the method of costing and reasonableness of costs of cyclical redecorating works. The resident’s complaint.