Housing Ombudsman Decisions

The complaint is about the landlord’s handling of: planned works in the resident’s property and the conduct of the contractor’s staff. the reports about the handling and suitability of the temporary accommodation. the associated complaint.

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her home. The resident’s concerns about the safety of the electrics in the property. This service has considered the landlord’s complaint handling.

REPORT COMPLAINT 202331300 Estuary Housing Association Limited 15 July 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 […]

The complaint is about the landlord’s handling of: the resident’s concerns about the accuracy of the service charges. the resident’s concerns about the administration of her service charges. the replacement of the resident’s conservatory. the replacement of the resident’s Velux …

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 handling of the resident’s reports about: repairs to the bathroom. anti-social behaviour (ASB). 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 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 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: 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.

REPORT COMPLAINT 202322989 Sanctuary Housing Association 26 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: The resident’s request for adaptations at her property. The associated complaint.

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: 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 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 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 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 landlord’s response to the resident’s complaint about: It disconnecting his gas supply. His request for compensation for damage it caused to his gooseberry bush. We have also investigated the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s report of damage to her gutter. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s: Response to the resident’s concerns about the increase in her service charge. Administration of the resident’s service charges. Response to the resident’s complaint about the managing agent. Response to the resident’s request for improvements …

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

The complaint is about the landlord’s handling of: Concerns raised about the condition of the property on let and the associated repairs. Concerns raised about its communication with the resident. Concerns raised about the service of an eviction notice. The …

The complaint is about the landlord’s response to: Repairs and replacement of windows. Kitchen repairs. Reports of concerns about contractor conduct. Reports of loss of heating and hot water and the repair of the boiler. Reports of a personal injury. …

The complaint is about the landlord’s handling of: the resident’s concerns about the landlord’s management of her personal data and the housing development. the resident’s reports of a leak. the associated complaint.

The complaint is about the landlord’s handling of: A leak from the wet room and a leak in the hallway at the resident’s property. The associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. Pests in her property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s: Response to the resident’s reports about repairs to the property. Decision to not decant the resident during repair work. We will also consider the landlord’s complaint handling as part of this investigation.

The complaint is about the landlord's response to the resident's: reports of damage to personal belongings during a temporary decant. request for a home loss payment. This report has also assessed the landlord’s complaint handling.

The complaint is about the landlord’s: Response to the resident’s concerns about repairs in her property following fire safety works. Complaints handling.

The complaint is about the landlord’s response to the resident’s: reports of damp and mould and defects at the property. complaint.

REPORT COMPLAINT 202419385 Hyde Housing Association Limited 3 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 […]

The complaint is about: The landlord’s application of the lease in respect of exclusive parking and electronic charging. The level of the charge for electronic charging. The resident’s concerns about exclusive parking and electronic charging. The resident’s complaint.

The complaint is about the landlord’s handling of the resident’s: Reports of draughts through gaps around her front door. Complaint.

The complaint is about the landlord’s response to the resident’s: Service charge queries. Reports of poor cleaning in the communal areas. Associated complaint.

The complaint is about the landlord’s handling of the resident’s concerns about: the condition of the communal areas. noise nuisance from her neighbours’ pets.

The complaint is about the landlord’s: Handling of the resident’s report of a leak. Complaint handling.

The complaint is about the landlord’s response to the resident’s: concerns of asbestos in an outbuilding. reports of an electrical fault . request for a skip. complaint.

The complaint is about: The landlord's response to the resident's request for a replacement door and frame. The landlord’s complaint handling and offer of redress.

The complaint is about the landlord’s handling of the resident’s: Transfer request. Requests for repairs to the back door following an attempted break-in. Associated complaint.

The complaint is about the landlord’s handling of: Issues with the wet room flooring. Issues with the tiling behind the toilet cistern. Issues with the shower curtain. Additional repairs to the remainder of the resident’s property. The resident’s complaint.

The complaint is about the landlord’s handling of: A service charge refund. Report of lack of service provision. Repairs and replacement to windows and front door. Damp and mould. Lack of gas within the property. The Ombudsman has also considered …

The complaint is about: The landlord’s handling of the resident’s reports about damp and mould. The landlord’s handling of the resident’s reports about the condition of the windows. We have also considered the landlord’s complaint handling.