Housing Ombudsman Decisions

The complaint is about: The landlord’s response to the resident’s reports of a faulty bathroom design. The landlord’s response to the resident’s reports of fire doors being left open. The landlord’s response to the resident’s reports of a malfunctioning fire …

The complaint is about the landlord’s response to the resident’s reports about: Repairs to the communal entrance door and intercom . Lack of communal smoke alarms. Rodent issues. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is regarding the landlord’s: Handling of the resident’s repairs reports. Response to the resident’s concerns over the price of her energy bills.

The complaint is about: The landlord’s response to repair reports to the: Kitchen and cooker hood. Doorbell. The landlord’s handling of reports of staff conduct. The Ombudsman has also considered the landlord’s handling of the complaint.

The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the property when he moved in. The landlord’s handling of outstanding repairs. The landlord’s complaints handling.

The complaint is about: The landlord’s handling of the resident’s queries about service charges. The landlord’s handling of the resident’s concerns about the level of cleaning in the bin store area. The landlord’s contact with the resident’s mortgage lender.

The complaint refers to the landlord’s handling of: The repair to the resident’s heating and hot water system and its offer of compensation. The associated complaint.

The landlord’s response to the resident’s reports about the quality of works carried out to the bathroom and heating including the level of compensation . The landlord’s response to the resident’s reports in relation to increased energy costs whilst works …

REPORT COMPLAINT 202101220 Southern Housing Group Limited 13 December 2021 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: Handling of the resident’s staircasing application. Response to the resident’s concerns regarding service charges levied against the property. Response to the resident’s concerns that it failed to provide her with a copy of the …

The complaint is about: The landlord’s response to the resident’s report of a rat infestation. The landlord’s delays in its complaint handling.

The resident complains about the landlords handling of:

The complaint is about: The landlord’s response to the resident’s concerns about defects in her property. The landlord’s complaint handling.

The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour consisting of neighbours leaving rubbish and personal items in communal areas. The landlord’s complaint handling.

REPORT COMPLAINT 202108509 Longhurst Group Limited 18 November 2021 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 the landlord’s: handling of the resident's anti-social behaviour reports concerning a neighbour. handling of the resident’s request for a management move. handling of repairs and maintenance issues. response to her complaint about staff conduct.

The complaint is about: The landlord’s response to the resident’s concerns about a repairs visit to his property on 24 November 2020. Delays in the landlord’s complaint responses.

The complaint is about the landlord’s response to the resident’s reports of: The quality of cleaning to the windows at the property. The contractor's conduct and use of PPE. The landlord’s complaint handling.

The complaint is about: The landlord’s handling of the resident’s complaint about the administration of his service charge/rent account. The level and reasonableness of the resident’s service charges.

REPORT COMPLAINT 202012233 Home Group Limited 20 October 2021 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 regarding: The landlord’s handling of the applicant’s request to be rehoused. The applicant’s concern that the landlord’s Allocations Policy discriminates against him. The landlord’s complaint handling.

The resident has complained about the landlord’s handling of repairs, in particular: Repairs to her front door. Repairs to an insecure electrical socket. Repairs to the door of a kitchen unit and a kitchen drawer. The resident has complained about …

The complaint is about: The landlord’s handling of the resident’s Right-to-Buy application for his property. The landlord’s handling of the associated complaint.

The complaint is about: -

The complaint is about: The landlord’s handling of the resident’s parking permit application. The landlord’s response to the resident’s concerns about Penalty Charge Notices (PCN’s) issued against her.

REPORT COMPLAINT 201910096 Whitefriars Housing Group Limited 30 September 2021 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 handling of the resident’s reports about the communal lift in the building. This investigation has also considered the landlord’s complaints handling.

The complaint is about: The landlord’s handling of the emergency assistance pull-cord service in the resident’s property. The landlord’s handling of repairs to the resident’s hot water system at the property.

The complaint concerns the landlord’s response to: the resident’s reports about the communal lift being out of service. the resident’s reports about the faulty front entry gate. the resident’s reports regarding graffiti and fly tipping. the resident’s reports regarding parking …

The complaint is about the landlord’s: Response to the resident's reports that contractors were rude; that their attendance for communal drainage works contravened Covid-19 restrictions; and that they allegedly caused damage and mess when accessing his bathroom. Handling of the …

The complaint concerns: The landlord’s banding and priority allocation in respect of the resident’s housing need and request for a three-bedroom property on overcrowding and medical grounds. The landlord’s handling of the resident’s contact as to her housing situation and …

The resident has complained about: The quality of the services provided through the service charges at their sheltered housing scheme. The amount charged by the landlord in the service charges.

The complaint concerns how the landlord handled: The resident’s request to move property. The resident’s concerns about its staff members conduct. The formal complaint into these matters.

The complaint is about: The landlord's handling of the resident’s request to move properties. The landlord's response to the resident’s request for a parking space for his property. The landlord’s response to the resident’s reports of his neighbour's dog barking. …

The complaint concerns the landlord’s: Handling of repairs to resolve water leaks into the property. Compensation offer to the resident for delays in fixing the leaks. Formal complaint into these matters.

The complaint is about: The contents of a warning letter sent to the resident in March 2019. The landlord’s response to the resident’s reports of noise nuisance. The landlord’s complaint-handling.

The complaint is about: The landlord’s handling of reports of a defective boiler. Complaint Handling.

The complaint is about: The level and reasonableness of the service charges paid by the resident. The landlord’s response to the resident’s queries regarding service charges. The landlord’s response to the resident’s request for information concerning cladding on the building …

The complaint refers to: The landlord’s response to the resident’s requests for a breakdown of the service charges for the 2018-19 and 2019-20 periods. The resident’s concern that the landlord has not acted in line with its legal obligations regarding …

The complaint is about the landlord’s handling of the resident’s: Request to move to another property Repairs and adaptations to the property Reports of Anti-Social Behaviour (ASB) The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The complaint is about: The level of compensation offered to the resident by the landlord for its disconnection of her external gas supply to the property. The landlord’s handling of the associated complaint.

The complaint concerns: the landlord response’ to the resident’s reports of a water leak from the bathroom ceiling in the property. The effect of the ongoing issue of the water leak on the health of the resident. the landlord’s response …

The complaint is about: The landlord’s response to the resident’s request for rehousing. The landlord’s complaint handling.

The resident complained about the landlord’s: response to his concern about insufficient compartmentalisation within the building to prevent transmission of smells and smoke into his property and communal areas. handling of his associated complaint.

The complaint is about the landlord’s: Response to the resident’s concerns that it should not have allowed the mutual exchange to go ahead due to the condition of the property. Response to the resident’s repair requests. Complaint handling. The Ombudsman’s …

The complaint is about the landlord’s:

The complaint is about the landlord's response to the resident's concerns about: The condition and management of the car parking area. The suitability of his kitchen and his request for reimbursement for the cost of tools purchased to fit his …

The complaint is about: the increase of the service charge year-on-year; the resident’s ability to acquire an additional portioned percentage of his shared ownership property; the landlord’s response to the resident’s reports regarding the accuracy of the service charges; the …

The complaint concerns: The landlord’s handling of repairs to the resident’s heating system. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s response to: The resident’s request to bring forward the planned replacement of her bathroom. The resident’s reported concerns about the condition of her bathroom. Complaint handling.