Housing Ombudsman Decisions

The complaint is about the landlord’s handling of: The resident’s request for a new kitchen, bathroom, and windows. Repairs to the kitchen. The resident’s reports of damp and mould in the bathroom. The resident’s complaint.

The complaint is about the landlord’s response to the resident’s reports that carpets and flooring were contaminated and the smelt of urine. The Ombudsman has also considered the associated complaint.

This complaint is about the landlord’s: Response to the residents’ reports of damp and mould in her property. Handling of the associated complaint.

The complaint is about the landlord’s: response to the resident’s reports of noise transference at his property and antisocial behaviour (ASB). complaint handling.

The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB) request to make safe electric cabling

The complaint is about: The landlord’s handling of the resident’s reports of leaks, damp, and mould. The landlord’s response to the resident’s concerns about the security of the front door. The landlord’s response to the resident’s request to relocate the …

The complaint is about the landlord’s handling of the resident’s concerns about: Conduct of contractors. Repairs to the property, and damp and mould issues. Asbestos at the property. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of: Damaged window frames. A roof leak.

The complaint is about the landlord’s handling of repairs to the driveway. We have also considered the associated complaint.

The resident’s complaint is about: The landlord’s handling of reports of damp and mould. The landlord’s handling of damage caused by damp and mould. The Ombudsman will also consider the landlord’s complaints handling.

The resident’s complaint is about: The landlord’s handling of damp and mould in the property. The landlord’s consideration of the resident’s personal circumstances.

The complaint is about the landlord’s handling of: Communication with the resident. The resident’s reports of concerns about fire safety. The resident’s enquiries about service charges.

The complaint is about the landlord’s handling of: the resident’s report of a toilet blockage in the property and their request for compensation. the associated complaint.

The complaint is about the landlord's handling of repairs to the air source heat pump system. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.

REPORT COMPLAINT 202333666 Origin Housing Limited 27 June 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 case. […]

The complaint is about the landlord’s handling of: Repairs to a blocked toilet and drain. Concerns about damage to the resident’s car and an increased insurance premium. The associated complaint.

The complaint is about the landlord’s response to the resident’s query regarding: The obligation to pay service charges, which include a management fee with a 10-15% levy. Service charges. Demands for unpaid service charges and ground rent. The associated complaint.

The complaint is about the landlord’s handling of the resident’s: complaint from June 2023 about noise disturbance because of improvement works. recent concerns about noise disturbance from improvement works. associated complaint.

The complaint is about: the landlord’s handling of the resident’s reports about damp and mould, including repairs to the gutters. the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of: A fallen tree and damage caused to her fence Delays in the boiler installation Mould on the bathroom ceiling A window leak in the bedroom We have also …

The complaint is about the landlord’s: Response to the resident’s reports of damaged paving in a communal area. Response to her concerns about cleaning and grounds maintenance issues. Complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s request for a transfer. The Ombudsman has also investigated the landlord’s handling of the complaint.

The complaint is about the landlord’s handling of the resident’s: Concerns about the shared boiler flue system. Associated complaint.

The complaint is about the landlord’s handling of the resident’s: reports of repairs and damp and mould in the property. reports of cracks and structural defects in the property. concerns about fire safety. request for it to make reasonable adjustments …

The complaint is about the landlord’s handling of: The resident’s request for adaptations at her property. The associated complaint.

The complaint is about the landlord’s: handling of repairs to the resident’s boiler. response to her concerns about the conduct of an engineer. The Ombudsman has also investigated the landlord’s complaints handling.

The complaint is about the landlord’s response to the resident’s concerns about: A leak in the kitchen A leak in the toilet room. Condensation on the pipes.

The complaint is about the landlord’s handling of: Damp and mould, including its associated communication. The resident’s complaint.

The complaint is about the landlord’s handling of the resident’s: Reports of leaks. Reports of squatters in a nearby property. Request to be rehoused. We have also assessed the landlord’s complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s request for a transfer. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.

The complaint is regarding the landlord’s handling of the resident’s concerns about: Increases in rent and service charges. Repairs to the communal front door. Repairs to the communal lift. Reports the communal television was not working. Maintenance of the communal …

The complaint is about the landlord’s response to the resident’s repair requests. We have also considered the landlord’s complaint handling as part of the investigation.

The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould in the property and the associated repairs. Concerns regarding vandalism in the communal car park. Associated complaint.

The complaint is about the landlord’s handling of the resident’s: Request for adaptions to the property, including concerns that the landlord did not properly consider her health needs. Associated complaint.

The complaint is about the landlord’s handling of the resident’s reports: His garden had been damaged. The hedges at the property were not being maintained.

The complaint is about the landlord’s response to Reports of anti-social behaviour (ASB) from a neighbour. A boundary dispute between the resident and the neighbour.

The complaint is about the resident’s concerns about the landlord’s: Communication about service charge payments. Live chat facility. Complaint handling.

This complaint is about the landlord’s handling of: The resident’s reports of leaks, damp, and mould in the property. The resident’s report of subsidence to the kitchen floor. The resident’s request for a replacement front door. The bath replacement. Its …

The complaint is about the landlord’s handling of the resident’s concerns about: Grounds and estate maintenance. The caretaker’s performance.

The complaint is about the landlord’s handling of: The resident’s report of a leak from the flat above into her bathroom and the resulting damp and mould. The associated complaints.

The complaint is about the landlord’s handling of: Repairs to the property. The resident’s reports of damp and mould. An external sewage leak. A pest infestation.

The complaint is about: The landlord’s handling of the resident’s request to sell their interest in the property. The landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of: The resident’s request for information on how the service charge is calculated. The associated complaint.

The complaint is about the landlord’s response to reports of heat loss in the property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: the resident’s reports of damp and mould in the property. the resident’s reports of asbestos in the property. the resident’s reports of Antisocial Behaviour (ASB). the resident’s request to be rehoused. the …

The complaint is about the landlord’s handling of the resident’s: Concerns regarding staff conduct. Reports of antisocial behaviour (ASB). Reports of delays with installing safeguarding measures at the property. Concerns about a 'visit in pairs' marker . We have also …

The complaint is about the landlord’s handling of the resident’s: Reports about the standard of communal services, namely: Grounds maintenance. Communal cleaning. Complaint.

The complaint is about the landlord’s handling of the resident’s: Right to Acquire application (RTA). Communications and Complaint.

The complaint is about the landlord’s response to the resident concerning: His reports about communal issues including doors, an electricity bill and lighting. His reports about property repairs. His request for a managed move.

The complaint is about: the landlord’s changes to its allocations policy. the landlord’s handling of a rehousing application. The landlord’s complaints handling.