Housing Ombudsman Decisions

The resident complains about the landlord’s handling of his reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident about: repairs for front door seals and a living room door. claims for compensation related to a kitchen cupboard falling off a wall and the condition external areas were left …

REPORT COMPLAINT 202006889 Great Yarmouth Borough Council 31 July 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 concerns: How the landlord responded to reports of leaks from the resident’s shower. The landlord’s decision to decline the resident’s request to install a bath. The landlord’s handling of the associated formal complaint into this matter.

The complaint is about the landlord’s: handling of repairs issues. response to the resident’s concerns about the condition of the property when it was let. handling and management of the resident’s complaint.

The complaint is about the landlord’s handling of: The resident’s reports of noise from the upstairs property. The resident’s reports of repairs to his toilet. The resident’s request to be rehoused. The resident’s reports of a leak. The Ombudsman has …

The complaint concerns: the landlord’s handling of the resident’s reports of multiple repairs to the property. the landlord’s response to the resident’s request for a rent rebate for the period the repairs relate to.

This is about: The resident’s complaint about missed appointments. How the landlord handled a leak into the resident’s property. How the landlord handled the resident’s report of loss of lighting. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the radiators. Repairs to the electrics. Poor plasterwork in the living room. Damp and mould. Repairs to the back garden fence. The landlord’s complaint handling was …

The complaint is about: The landlord’s handling of leaks from a soil pipe. The landlord’s handling of repairs to the kitchen. The landlord’s handling of the resident’s request for compensation for damaged possessions following the leaks. The landlord’s handling of …

The complaint is about: The landlord’s decision to lease out a bin storage area on the estate, without consultation. The landlord’s decision not to reduce the rent charged to residents following the leasing of the bin storage area. The landlord’s …

The complaint is about the landlord’s: response to the resident’s Freedom of Information (FOI) requests; response to the resident’s concerns about various repair issues, including: her flooring; her window; the lifts in the building; other repair issues in the property; …

The complaint is about the landlord’s handling of the resident’s reports of: A loss of heating and hot water. Leaks from upstairs properties. The Ombudsman has also considered the associated complaint handling.

This complaint is about: How the landlord handled the resident’s permanent move. How the landlord handled estate and building management. How the landlord supported the resident during her move. How the landlord dealt with reports of staff misconduct.

The complaint is about the landlord’s: management of the resident’s rent; handling of soundproofing works and other repairs to the property, including temporary rehousing of the resident; response to the resident’s request for double glazed windows. The Ombudsman has also …

REPORT COMPLAINT 202216141 Islington Council 19 July 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 handling of: Repairs to the bathroom floor. A sewage leak in the garden.

The complaint is about the landlord’s handling of the resident’s: Use of a communal garden. Associated complaint.

The complaint is about the landlord’s: Decision to grant permission for the installation of storage cabinets in the communal area. Response to the resident’s concerns about items being removed from the communal area and disposed of. Complaint handling.

The complaint relates to: The landlord’s management of the mutual exchange process. The landlord’s management of the major works transfer process. The landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of the resident’s reports of an ongoing leak caused by outstanding roof repairs. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s repair of the resident’s heating system and an insulation upgrade which was due at the property. This Service has also considered the landlord's handling of the resident's complaint.

The complaint is about the landlord’s handling of: the resident’s concern that the age of his neighbours is a breach of their tenancy agreement; the resident’s associated complaint.

The complaint is about the landlord’s: Response to the resident’s claim for a personal injury. Response to the resident’s request to replace bathroom fixtures to match. Communications regarding cyclical bathroom improvements. Response to the resident’s request to remove a disused …

The complaint is about the landlord’s response to: the resident’s reports of water ingress from the balcony and within the property. the resident’s reports of antisocial behaviour (ASB), particularly noise transference. the resident’s complaint and request for compensation due to …

The complaint is about: A dispute over the responsibility for repairs to resolve water ingress at the resident’s property. How the landlord managed the resident’s associated complaint.

The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour and harassment. The landlord’s handling of the resident’s concerns about the CCTV cameras attached to the block. The landlord’s complaints handling.

The complaint is about the landlord’s handling of: the resident’s report of a sewage leak into her home and her concern that it did not adequately investigate the cause. the resident’s report of items disposed of after the leak. the …

The complaint is about: The landlord’s handling of repairs to the roof of the building. The landlord’s response to the resident’s reports about the standard of workmanship provided by the landlord. The landlord’s complaint handling. The landlord’s handling of repairs …

The landlord’s response to the resident’s complaint about the consent that was granted for works affecting the communal area of her building.

The complaint is about the landlord’s handling of: reports of increased energy bills and insufficient hot water availability, since the landlord completed an electrical rewire and modernisation works at the resident’s property. the associated complaint.

This complaint is about the landlord’s handling of: reports of subsidence at the leaseholder’s property, and; the associated complaint handling.

The complaint is about the landlord's handling of: Reported fragments and dust particles in the property . Repairs to the extractor fan. The associated complaint.

The complaint is about the landlord’s handling of the resident’s: Concerns about the condition of the property when she moved in and the landlord’s response to reported repairs. damaged cooker. associated complaint.

The complaint is about the landlord’s response to the resident’s concerns regarding: The condition of the property when it was let to her. The offer of a temporary decant while works were being carried out. The personal items that were …

The complaint is about: The level of compensation offered by the landlord following the resident’s reports of damp in his bathroom and ongoing leak issues. The landlord’s handling of the related complaint. The resident’s concerns about the level of service …

The complaint concerns how the landlord responded to the resident’s reports of: Leaks into the wet room of his property. Damp and mould in the property’s wet room and hallway.

The complaint is about the landlord’s handling of: The resident’s report of antisocial behaviour (ASB). The allocation of Flat 278. The resident’s associated complaint.

The landlord’s response to reports of damp and mould within the resident’s property. The landlord’s response to the resident’s request to be rehoused on medical grounds. The Ombudsman has also looked at the handling of the associated complaint.

The resident has complained about: the landlord’s handling of her request for repairs to: a leak from bathroom, in particular from her toilet and shower into the living room. windows in her property. remedy garden drainage issues causing rainwater to …

This complaint is about: The resident’s transfer request and the Council’s assessment of the resident’s housing need and banding. The resident’s request for a designated disabled parking bay. The landlord’s response to the resident’s reports of ASB and noise disturbance …

The complaint is about the landlord’s: Actions in providing a replacement key fob and the associated offer of compensation. Decision not to refund the resident’s council tax. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.

The complaint is about the landlord’s handling of: The resident’s reports of damage caused by its contractors. The associated complaint.

The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start of the tenancy. The landlord’s decision to charge the resident rent for the property. The landlord’s response to the resident’s …

The complaint is about the landlord's handling of the resident’s request for: call backs under the single point of contact arrangement (SPOC); and the removal of its SPOC.

The complaint is about: the landlord’s handling of the resident’s requests for repairs to the boiler, drainage, and plumbing system ; and the landlord’s handling of the resident’s request to be rehoused. The Ombudsman has also considered the landlord’s handling …

The complaint is about: The landlord’s decision to replace the warm air unit (WAU) in the resident’s property; The landlord’s handling of the installation of a new central heating system; The landlord’s handling of asbestos found in the property; Injury …

This complaint is about the landlord’s: Handling of the resident’s concerns about communal cleaning services. Administration of the resident’s service charge account. Response to the resident’s reports of discrimination and fraudulent activities. Complaint handling.

The complaint is about the landlord’s response to the resident’s: Reports about a warning letter it sent her. Reports about how it handled her data.

The complaint concerns: How the landlord responded to the resident’s reports of a burst pipe in the building’s pump room. The associated formal complaint into the issue.