Housing Ombudsman Decisions

The complaint is about the landlord’s handling of: Leaks in the property and damage to the resident’s carpet. Reports of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: Repairs to the resident’s property. Reports of noise nuisance and antisocial behaviour (ASB). Reports around its staffs conduct. The suitability of the resident’s property. The Ombudsman has also investigated the landlord’s complaint …

The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and harassment; Concerns about a closure warning letter; Reports that it tried to obtain medical information without his consent; Complaint.

The complaint is about: The property’s condition on letting and the time taken for the landlord to complete the subsequent repairs. The landlord’s complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) against neighbour A. An ASB report made by neighbour B against the resident. The resident’s reports of his driveway being blocked.

The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) by her neighbour. Handing of counter allegations made against the resident by the neighbour. Complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance from her neighbour. The associated formal complaint.

The complaint is about the landlord’s: Response to the resident's reports of antisocial behaviour (ASB). Handling of the installation of LED lights and its response to the resident reporting experiencing electric shocks. Complaints handling.

The complaint is regarding the landlord’s: Sharing of the resident’s personal data with utility companies. Management of the resident’s rent account. Response to the resident’s reports of anti-social behaviour (ASB) being carried out by the Police. This investigation has also …

The complaint is about the landlord’s response to the resident’s report of leaks from a neighbouring property. The Ombudsman has also considered the landlord’s complaint handling.

The resident’s complaint is about the landlord’s: Decision to serve her a ‘notice of seeking possession’ (NOSP). Handling of her concerns about a neighbour’s flooring. Complaint handling.

The complaint is regarding: The landlord’s handling of service charge consultation. The landlord’s response to the resident’s concerns about estate caretaking service charges. The landlord’s handling of the complaint. The level of compensation offered.

The complaint concerns: The landlord’s handling of the resident’s reporting of damp and mould. The landlord’s handling of repairs to the toilet. The landlord’s handling of repairs to the roof. The landlord’s complaints handling. This report has also considered the …

The complaint is about the landlord’s: Handling of the repair to the gable end wall of the property. Response to the report of a bee infestation. Handling of the formal complaint about the above matters.

The complaint is about the landlord’s response to the resident’s concerns about squirrels at his property. The Ombudsman has also investigated the landlord’s complaint handling.

REPORT COMPLAINT 202118413 Bristol City Council 19 December 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 […]

The complaint is about: The landlord’s response to the resident’s concerns about the type of tenancy issued, lack of welcome visit, and request for rehousing. The landlord’s response to the resident’s concerns about the property condition when let. The landlord’s …

REPORT COMPLAINT 202111325 Islington Council 14 December 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 […]

The complaint is about the landlord’s response to the resident’s: Reports about damp and mould. Reports about a pest infestation. Concerns about the conduct of the landlord’s staff. The Ombudsman has also considered the landlord’s complaint handling and record keeping.

REPORT COMPLAINT 202217685 Waltham Forest Council 12 December 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: Request for a hardstanding driveway to be installed to her property. Concerns about the installation of the driveway. Associated complaint.

The complaint is about the landlord’s handling of: the resident’s reports of damp and humidity; other repairs to the property, and the resident’s associated concerns; the resident’s reports of pest control issues; the resident’s complaint.

The complaint is about the landlord’s; handling of the resident’s reports of antisocial behaviour (ASB). response to the resident’s reports about the conduct of its staff. complaint handling.

The complaint is about the landlord’s handling of the resident’s: Rehousing application. Reports of anti social behaviour (ASB). Formal complaint.

The complaint is about the landlord’s handling of the resident’s reports of: Anti social behaviour (ASB). Noise nuisance. The Ombudsman will also consider the landlord’s handling of the resident’s related complaint.

The complaint is about the landlord’s handling of the resident’s reports of: its subcontractor removing and disposing of her furniture and personal belongings; repairs. The Ombudsman has also considered the landlord’s: complaint handling; record keeping.

The complaint is about the landlord’s: Response to the resident’s reports about service charges, including administration, provision of services and repairs. Communication in relation to the service charge. Handling of repairs to the resident’s windows.

The complaint is about the landlord’s: response to the resident’s request to be rehoused. handling of a leak and follow on repairs in the property. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about: The level and reasonableness of the landlord's service charges for major works for a fire door and alarms at the resident’s property. The landlord’s handling of outstanding works to replace the resident’s flat entrance door. The …

The complaint is about the landlord’s response to: The residents’ concerns about its handling of a leak into the flat below as well as their concerns about operatives visiting the property without appropriate personal protective equipment (PPE). The resident’s reports …

The complaint is about: The landlord’s handling of repairs to the outhouse. The landlord’s communication about repairs. The landlord’s handling of the resident’s complaint. The resident’s concern that she had been discriminated against. The Ombudsman has also assessed the landlord’s …

The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) about a neighbour. The resident’s concerns about the request from the landlord to remove her pool from the communal area.

The complaint is about the landlord’s response to: The resident’s reports of damp and mould and outstanding repair issues at the resident’s property. The resident’s insurance claim. Staff behaviour. Complaint handling.

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and associated remedial works. Property transfer request. Request for reimbursement of damaged personal possessions. Request for a medical banded property transfer. The associated complaint.

The complaint is about the landlord’s response to: The resident’s water quality concerns at the property. The condition of the property that included reports of damp and mould. This Service has also considered the landlord’s complaint handling.

The complaint is about: The landlord’s handling of decorative works following damp and mould. The landlord’s handling of the resident’s housing application. The landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s response to the resident’s: Reports of snagging issues following major structural work to the property. The related complaint. Concerns about his contribution to the cost of the works.

The complaint is about the landlord’s response to the resident’s various repair requests including: Electric socket for a fridge-freezer. Communal lighting. Leak affecting the external wall behind the toilet. Communal door. Blocked external drain affecting the kitchen. Extractor fan in …

The complaint is about the landlord’s handling of: The resident’s mutual exchange. Repairs to the external doors. Repairs to the rear garden wall. Repairs to the electrical socket in the basement. Repairs to the windows. The resident’s reports of dampness …

The complaint is about: The landlord's response to: Repairs to paving slabs. Electrical repairs. Reports of a leak and associated works. The landlord’s complaint handling. The Ombudsman has also investigated the landlord’s response to the resident’s request for reasonable adjustments.

The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the resident’s reports concerning the landlord’s: Offer of compensation to settle a legal disrepair claim. Consideration of a request for a refund of the social sector size criteria (bedroom tax) while the landlord carried out repairs …

The complaint is about the landlord's response to the resident’s: Concerns about being rushed to take up the tenancy of the property. Reports about the condition of the property upon letting. Concerns about the handling of the outstanding repairs and …

This complaint is about the landlord’s: Response to the resident’s various concerns around service charges; Complaint handling.

The complaint is about the landlord’s response to the resident’s: reports of subsidence; request for repairs: to the boiler to the electrics to broken windows reports of anti-social behaviour; request for rehousing; handling of the associated complaint.

REPORT COMPLAINT 202219308 Lambeth Council 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. This […]

The complaint is about: The landlord's response to the resident’s reports of domestic abuse and anti-social behaviour (ASB). The landlord's response to the resident’s request to be rehoused.

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in her property. Rehousing application. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s:

The complaint is about the landlord’s: response to the resident’s concerns about multiple property moves prior to her latest move; response to the resident’s concerns about the conduct of her previous housing officer; response to the resident’s concerns about incorrect …