Housing Ombudsman Decisions

The complaint is about the landlord’s response to address the resident’s reports of: Interference with the water supply into the property. Anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.

The complaint is about the landlord’s handling of: Repairs to the resident’s bath mixer tap. The associated complaint.

The resident’s complaint is about: The landlord’s response to the resident’s queries about whether the rear garden is a communal space and who is responsible for its maintenance. The landlord’s response to the resident’s queries about the horticulture payment. The …

The complaint is about the landlord’s: Response to the resident’s concerns about the materials to be used to carry out remedial works. Response to the resident’s request that it buy back his 30% share in the property.

REPORT COMPLAINT 202201126 London & Quadrant Housing Trust 03 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 a rodent infestation. The resident’s application for re-housing due to medical grounds. Complaint handling.

The complaint is about the landlord’s handling of the resident’s enquiries about: invoicing; grounds maintenance and outstanding repairs. The report will also investigate the landlord’s complaint handling.

The complaint is about the landlord’s: Response to the resident’s request for compensation following his reports of leaks. Complaint handling.

The complaint is about: The level of service charges. The landlord’s handling of the resident’s service charge queries. The landlord’s complaint handling.

The complaint is about the landlord’s response to: The resident’s enquiries about the reasonableness of service charges. The resident’s request to be refunded for service charges. The resident’s enquiries about service charges. Complaint handling.

The complaint is about the landlord’s: Response to the resident’s reports of a leak from a vent in the bedroom; Handling of a leak from above into the bedroom and hall; Response to the resident’s request for compensation for water …

The complaint is about: The landlord’s handling of the resident’s report of repairs to the shower. This report also considers: The landlord’s handling of the resident’s report of a leak to the bedroom from the shower. The landlord’s complaints handling. …

The complaint is about the landlord’s response to the resident’s enquiries about: The increase in level, apportionment and reasonableness of service charges. Estimated service charges for the year 2021 to 2022. The landlord’s handling of the complaint.

The complaint is about the landlord’s handling of: The resident’s reports of poor staff conduct. Medical evidence to support the resident’s re-housing application.

The complaint is about the landlord’s response to the resident’s enquiries about: The level and liability of service charges. Service charge accounts for the year 2019 to 2020. Complaint handling.

The complaint is about: The repairs service provided by the landlord following a burst pipe in the property. The suitability of the temporary accommodation offered by the landlord. The landlord’s response to the resident’s request for reimbursement for damage to …

The complaint is about: The landlord’s response to the resident’s request to extend her property. The landlord’s decision to refuse consent for the extension.

The complaint is about the landlord’s: Handling of the resident’s request not to return to her property following a decant and later request for a transferred to a different property ; Handling of the resident’s concerns about the condition of …

The complaint is about the landlord’s: Decision making around a store cupboard in a communal area. Level of communication. Complaint handling.

The complaint is about the landlord’s: Response to the resident’s concerns about damaged internal doors; Response to the resident’s reports of defective windows; Handling of hallway decorating works; Response to issues raised at the start of the tenancy; Complaint handling.

The complaint is about: The level of compensation offered by the landlord in relation to the toilet repairs. The landlord’s handling of multiple repairs (including windows, front and rear doors, subsidence concerns and external cracks in the property). The landlord’s …

The complaint is about the landlord’s: decision making around a storage cupboard n a communal area. level of communication. complaint handling.

This complaint is about: The leaseholder’s assertion the landlord breached its legal obligations around handling service charge funds. The landlord’s: Section 20 notices; Handling of a balcony design fault; Preparation for compliance with upcoming safety legislation; Response to a heat …

The complaint is about the landlord’s response to: The resident’s report of noise from her upstairs neighbour. Reports about outstanding repairs following several leaks. Complaint handling.

The complaint is about the landlord’s: Response to and handling of a leak into the resident’s property. Handling of the resident’s request for a property transfer. Response to the resident’s reports of damaged and stolen items. The Ombudsman has also …

The complaint is about the landlord's: Handling of adaptation works carried out to the resident’s bathroom. Response to the resident’s concerns about the toilet flush and size of the wash basin. Response to the resident’s reports of poor staff conduct. …

The complaint is about the landlord’s: Response to the resident’s reports of a leaking tap in September 2020. Handling of the subsequent repairs to the bathroom. Complaint handling.

The complaint is about: The landlord’s response to reports of a moth infestation in the property, and its subsequent compensation offer. The landlord’s complaint handling.

The complaint concerns: How the landlord handled the replacement of the boiler in the resident’s property. The associated formal complaint into this matter.

This complaint is about the landlord’s: Response to the resident’s ongoing damp and mould concerns; Response to the resident’s various disrepair concerns; Complaint handling; Record keeping.

The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance from his and a neighbour’s light switches. The associated complaint.

The complaint is about: The level of rent charged by the landlord for the property. The landlord’s response to the resident’s request to be rehoused or to buy her home. The landlord’s handling of the associated complaint.

The complaint is about: The landlord’s handling of the resident’s reports about damp and mould including its handling of the resident’s repair requests, including roof, window, brickwork, and extractor fan repairs. The landlord’s response to the resident’s request to be …

The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the process of moving the resident to a new property. The Ombudsman has also considered the landlord’s consideration of the resident’s disability, health …

The complaint is about: The landlord's response to the resident's report about dog fouling in front of her property. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s: Handling of the resident’s reports of a leak into his property from above, resulting in damage to his bedroom ceiling. Handling of the resident’s reports of a flood on his balcony, resulting in damage …

The complaint is about the landlord’s: Response to the resident’s reports of scaffolding around his property. Response to the resident’s reports of a leak that affected the communal garden. Handling of the associated complaint.

The complaint is about the landlord’s: Handling of repairs to the ventilation system in the resident’s bathroom. Response to the resident’s request to be reimbursed for renovation works to her bathroom that she completed independently. Response to the resident’s concerns …

The complaint is about: the landlord’s handling of the resident’s request for large print communications from its contractors; the landlord’s handling of the complaint.

REPORT COMPLAINT 202004589 Ealing Council 11 January 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 set […]

The complaint is about the landlord’s response to the resident’s reports about: the immersion heater and loss of hot water. mice issues in the property. a kitchen upgrade.

The complaint is about the landlord’s response to the residents’ reports of: asbestos in the property. the air quality and lack of sufficient ventilation. priority for transfer based on overcrowding and an undersized bedroom.

The complaint is about the landlord’s: Response regarding the resident’s concerns about the conduct of contractors on site. Response to the resident’s personal items being damaged by paint. This Service has also considered the landlord’s handling of the complaint.

The complaint is regarding the landlord’s handling of: A leak affecting the resident’s property and subsequent related repairs. The resident’s associated complaint.

The complaint is about the landlord’s: response to the resident’s reports of repair issues with her rear gate and her request to replace the dividing link fence with a wooden fence; complaints handling.

The complaint was about: The landlord’s response to the resident’s reports of remedial works following a leak to the boiler. The landlord’s response to the resident’s reports of a faulty boiler. The landlord’s response to the resident’s reports of overflowing …

This complaint is about the landlord’s: Response to the resident’s reports of back surging sewage in the property; Complaint handling.

The resident’s complaint is about the landlord’s handling of repairs and his complaint.

The complaint is about the landlord’s response to the resident’s reports about: Leaks. Lifts. Complaint handling.

The resident has complained about: The landlord’s response to the complaint about the incorrectly registered gas meters. The landlord’s response to the complaint about the management of the building. The landlord’s response to the questions about the service charges. The …