Housing Ombudsman Decisions

This complaint is regarding the landlord’s handling of: repairs to the communal door entry system; the resident’s request for a refund of this element of his service charge, and; the associated complaint handling.

The complaint is about:

The complaint is about the landlord’s response to: The resident’s request for a replacement radiator. The resident’s reports of works required to the garden of the property. The resident’s request for works to the fencing.

The complaint concerns how the landlord handled the resident’s reports of noise nuisance and his request to improve the soundproofing in the building.

The complaint is about: The landlord’s handling of reports of a faulty shower. The landlord’s handling of the subsequent complaints.

The complaint is about: The landlord’s response to the resident’s reports about repairs/snagging issues at the property. The landlord’s complaint handling.

The complaint is about the landlord’s: Response to the resident’s reports that her garden was overgrown and request for a replacement fence. Handling of the resident’s Deposit Builder Scheme application. Handling of works within the property – specifically the removal …

The complaint is about the information provided by the landlord at the start of the tenancy with respect to the service charges. The landlord’s complaints handling has also been investigated.

The complaint is about: The landlord's response to the resident’s representations about changes of ownership/changes in its company structure prior to purchase. The landlord's handling of the resident’s reports of defects to his property. The landlord’s handling of the resident’s …

The complaint is about: The landlord’s handling of leaks at the resident’s property. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s response to the resident’s request that it: Renew her kitchen. Install an additional toilet at the property. Complete plasterwork on the ceiling above her stairs.

The complaint concerns the resident’s request for the landlord to: Replace the sub-flooring of the main bedroom, second bedroom, living room and hallway. Provide temporary accommodation and storage whilst it carries out the subfloor replacement works, and; The associated formal …

The complaint is about: the landlord’s response to repair needs following water ingress. the landlord’s complaint handling and the level of compensation offered. the resident’s report of poor customer service.

The complaint is about: The condition of the resident’s property when she moved in. The resident’s request for compensation from the landlord for her son’s damaged bike and garden turf.

The complaint is regarding the landlord’s handling of: The replacement of fire safety doors. The resident’s reports about the conduct of workmen. The resident’s formal complaint.

The complaint is about the landlord’s response to the resident’s concerns about his neighbour’s shed. This Service has also considered the associated complaint handling.

The complaint is about the landlord’s response to the resident’s: Reports of defects in her new build property. Concerns about the parking arrangements, missing bins, lack of communal gardening, and cleaning services. Request for a boundary to her block of …

The complaint is about the landlord’s response to the resident’s request for the neighbour to store their rubbish bins within their own property boundary and not within the external communal areas. The landlord’s complaint handling has also been investigated.

The complaint is about: The landlord’s handling of reports that the resident behaved unacceptably towards its staff. The landlord’s handling of the installation of a gas meter. The landlord’s complaint handling.

The complaint is about: a proposed 5G installation on a landlord owned building near to the resident’s property, and; the landlord’s response to the resident’s complaint about this.

The complaint is about the landlord’s response to the resident’s concerns about: his application to purchase a property through the right to buy scheme; disrepair at his property, including a pest infestation, damage to the walls, and damp and mould; …

The resident’s complaint is about: The landlords handling of the resident’s dissatisfaction with the standard of communal cleaning. The landlords handling of the resident’s dissatisfaction with the grounds maintenance contract. The landlord's handling of the resident’s complaint and level of …

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

The complaint is about: The time taken for the landlord to amend the resident’s service charge. The landlord’s complaint handling.

REPORT COMPLAINT 202006631 Whitefriars Housing Group Limited 30 March 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 handling of the resident’s reports of drainage issues at the property, including the length of time taken to resolve these. The Ombudsman has also considered the landlord’s complaint handling.

The complaint concerns: The landlord’s response to the resident’s anti-social behaviour reports including concerns about the neighbours’ parking. The related complaint.

The complaint is about the landlord’s: handling of the resident’s reports of anti-social behaviour (ASB); response to the resident’s complaint.

The complaint is about the landlord’s: Response to the resident’s reports of a leak to the communal area of their block. Handling of required actions identified during a Fire Risk Assessment (FRA). Adherence to Section 20 consultation requirements. Complaint handling …

The complaint is about the landlord’s: Response to the resident’s reports of outstanding repairs at the property. Complaint handling.

The complaint is about the landlord’s handling of the resident’s reports about: the signup process. the condition of the flooring at the start of the tenancy. the heating. the door entry system. electrics comprising the oven and hob, external lights, …

The complaint was about: The landlord’s response to the resident’s reports of antisocial behaviour.(ASB) The resident’s request to install sound-proofing insulation. The landlord’s complaint handling.

The complaint is about the landlord’s handling of: Major works to the property and the necessary decants for the works to be carried out. The conduct of the contractors carrying out the work at the property. The level of compensation …

The complaint is about the landlord’s: Response to its contracted parking company wrongly issuing parking tickets to the resident. Complaint handling.

The complaint is about: the level of service charges compared with other properties on the development. the landlord’s response to the resident’s concerns and queries in relation to service charges and the service provided.

The complaint is about: The landlord’s response to the resident’s concerns about increases to the service charges for the 2021/22 financial year. The landlord’s complaints handling.

The complaint is about the landlord’s: response to the resident’s reports that she was allocated the wrong property; handling of the associated complaint.

The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and her request for compensation. The associated complaint.

The complaint is about the landlord’s: Handling of fire safety works. Response to the resident’s concerns about the condition of communal areas of the building. Response to the resident’s concerns about reports of problems with the back door at the …

The complaint is about: The landlord’s handling of repairs to the resident’s toilet. The landlord’s response to the resident’s reports of poor conduct from its staff and contractors. The landlord’s complaint handling.

The complaint is about the landlord’s: Offer of reimbursement (amount) to the resident for the service charge of the communal light and power. Response to the resident’s request that the landlord reimburse her for the communal electricity charges she had …

The complaint is about: The landlord’s response to concerns about the suitability of the resident’s former property. The landlord’s refusal to grant the resident access to view CCTV footage. The landlord’s assertion that the resident was in rent arrears. The …

The complaint is about: The landlord’s response to the resident’s concerns about the hedge at the rear of her property. The landlord’s response to the resident’s report of staff conduct. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s: handling of the kitchen replacement. handling of repairs to the toilet flush. response to the resident’s concerns about contaminated drinking water. communication, complaint handling and offer of compensation.

The complaint concerns how the landlord handled: The resident’s reports of fly tipping and rubbish being dumped at the rear of the building. The resident’s request to have CCTV installed. Repairs to the lock of the rear gate.

The complaint is about the landlord’s handling of: The resident’s request for service charge information. The resident’s reports that they had been overcharged. The resident’s concerns about whether the lease allows the landlord to charge an administration fee.

The resident complains about: the landlord’s handling of the removal of her car; the landlord’s handling of her subsequent formal complaint, and; the landlord’s handling of her formal complaint about harassment and discrimination.

This complaint is about the landlord’s response to the resident’s concerns regarding the: reports of anti-social behaviour (ASB) from Neighbour A. landlord’s communication about the parking bay. the related complaint.

The complaint is about The level of service charge for the year 2021/22. Failure to provide a resident warden. The administration of a surplus in the service charge accounts. Complaints handling.

The complaint is about the landlord’s response to the resident’s: transfer request; reports about repair issues, including: draughts from her windows; her kitchen units; garden maintenance; her boiler; request for assistance with her mobility issues; reports about discrimination.