Housing Ombudsman Decisions

REPORT COMPLAINT 202419288 Sanctuary Housing Association 28 March 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 reports of damp and mould in the property, and the associated repairs. We have also considered the landlord’s complaint handling.

The complaint is about the: The landlord’s handling of repairs to the windows. The landlord’s handling of repairs to the shed roof. The Ombudsman has also considered the landlord’s record keeping.

The complaint is about the landlord’s: Response to the resident’s concerns about pigeon spikes. Response to the resident’s concerns about the carpark gate. Complaint handling.

The complaint is about the landlord’s handling of: Theft of the resident’s belongings from his van. Request for CCTV footage relating to theft of the resident’s belongings. Repair issues to the CCTV and communal gate. The complaint.

The complaint is about: The landlord’s handling of the resident’s request to replace the fence at her property. The landlord’s complaint handling.

This complaint is about the landlord’s handling of: The resident’s reports of a roof leak and the time taken for it to remove scaffolding so the required repairs could be carried out. The associated complaint.

The complaint is about the landlord’s: handling of the resident’s reports of damp and mould. complaint handling.

The complaint is about the landlord’s handling of: A compensation payment offered in a previous complaint. The associated complaint.

REPORT COMPLAINT 202323486 Irwell Valley Housing Association Limited 18 March 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 complaint is about the landlord’s response to the resident’s: request for a stock condition survey request for bathroom repairs report of a leak The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: application to be on the council’s waiting list. complaint made in 2017 about antisocial behaviour (ASB). reported nuisance caused by her neighbour’s dog including its communications with her. request for …

This complaint is about the landlord’s handling of: The resident’s reports of high energy usage following the installation of a new heating system in August 2022. The resident’s reports of high energy usage following the installation of storage heaters in …

The complaint is about the landlord’s handling of: Repairs to a leak. The associated complaint.

The complaint is about the landlord’s response to the resident’s: Report of a leak. Request: That it buy back his property. For information relating to his property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of: Leaks, damp and mould in her home, together with the associated repairs. Antisocial behaviour (ASB) from her upstairs neighbour. The Service has also considered the landlord’s record keeping.

The complaint is about the landlord’s handling of records relating to the resident. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: An emergency repair to the resident’s bathroom light. The resident’s reports of communal lighting repairs.

The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and communication from the Housing Officer (HO). Request for a move to another property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Concerns about damp and mould within the property. Request to transfer to another property. Associated complaint.

The complaint is about the landlords: Handling of the resident’s reports of repairs at the property. Complaint handling.

The complaint is about the landlord’s handling of: The repair required to the resident’s boiler and the resident’s reported increase in energy usage. The resident’s issues with a decoration voucher. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of repairs to her windows. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for permission to install CCTV. Reports of repairs. Concerns about staff conduct. Concerns about its management of her rent account. Concerns about an alleged …

The complaint is about the landlord’s response to the resident about: A claim for a fall. Entry fobs. Staff conduct. Its complaint handling.

The complaint is about the landlord’s response to the resident about: Draughty windows and doors. Damp and mould.

The complaint is about the landlord’s response to the resident about: Repairs for the roof, stack pipe and patio door. A lean-to. Her concerns about a loft conversion to a neighbouring property.

The complaint is about the landlord’s handling of the resident’s: Report of a leak. Associated complaint.

The complaint is about the landlord's response to the resident’s: Concerns about a reference provided to another landlord. Request to check storage heaters. Request for a housing transfer.

The complaint is abou t: The landlord disclosing the resident’s information to third party organisations. The landlord’s handling of the resident’s anti-social behaviour (ASB) case. The landlord’s complaint handling.

The complaint is about the landlord's handling of the: adaptations to the resident's current property; repairs to the footpath and driveway at the resident's current property; resident's request for her fence repair costs to be refunded; adaptation and extension of …

The complaint is about the landlord’s handling of: The resident’s reports that her electric meter was incorrectly wired. The associated complaint.

The complaint is about the landlord's handling of: The resident’s reports about anti-social behaviour (ASB). Repairs to the communal areas of the building. Repairs within the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about the landlord’s: Handling of repairs to gutters, boiler, and radiators. Response to concerns about the conduct of contractors. Response to a request for a refund.

The complaint is about the landlord’s decision not to apply for possession of a property on the estate where the resident lives. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the leaseholder’s reports of: External cracks appearing at the property. Repairs to the bin store gate. Safety issues with the ground in the car park area. The Ombudsman has also investigated the …

The complaint is about the landlord’s: oversight of communal repairs. response to the resident’s concerns about communal cleaning. scrutiny of the managing agent’s accounts.

The complaint is about the landlord’s handling of: cyclical repairs to the resident’s bathroom. repairs to the fence. the resident’s complaint.

The complaint is about: The landlord’s handling of the resident’s requests for information about the service charge. The landlord’s response to the resident’s concerns about the accuracy of the actual service charge and requests for reimbursement.

The complaint concerns the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaints handling.

The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and noise. Request for a transfer and concerns about the landlord’s failure to consider his vulnerabilities.

The complaint is about: The landlord's handling of the resident's concerns about the condition of the property when let. The landlord's handling of the resident's reports of damage to her washing machine. The landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of the resident’s: Reports about communal lighting. Reports of leaks, damp and mould, and associated repairs. Reports of a pest infestation. Complaint.

The complaint is about the landlord’s handling of: A loss of heating and hot water. Lift repairs. The resident’s concerns that his front door was not secure. Repairs to the toilet. Repairs to the bathroom. Discretionary repairs. This report also …

The complaint is about the landlord’s communication on rent increases and rent arrears. The Ombudsman is also investigating the landlord’s handling of the complaint.

The complaint is about the landlord’s handling of reports of a leak from the above property, and the associated repairs. The Ombudsman has also considered the landlord’s: Complaint handling. Record Keeping

The complaint is about: An increase in the resident’s service charge. The landlord’s response to the resident’s report of a fault with the communal lighting in her block.

The complaint is about the landlord’s handling of: The installation of loft insulation and the resident’s request for a new front and back door. The associated complaint.

The complaint is about the landlord’s handling of: Repairs to a bedroom window. Reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s concerns about: Parking arrangements. Staff conduct.