Housing Ombudsman Decisions

The complaint is about the landlord’s response to the resident’s: Complaint about damage caused to his kitchen. Concerns about his son being removed from his tenancy. Request to transfer from a joint to sole tenancy. Concerns about its administration of …

The complaint is about the landlord’s handling of: Repairs to the balcony. The resident’s request for reasonable adjustments. The associated complaint.

The complaint is about the landlord’s: Response to the resident's request for it to rehouse her due to overcrowding and repairs. Handling of the resident's reports of rats in the property. Complaint handling.

The complaint is about the landlord’s: Response to the resident’s concerns about asbestos works. Complaints handling.

The resident has complained that the landlord missed an appointment to inspect damp and mould in her home. The Ombudsman has also assessed the landlord’s complaint handling.

This complaint is about the landlord’s response to the resident’s reports of: A leak from a radiator and the loss of heating and hot water. Issues with the electricity to the upstairs of her property. A leak from her roof. …

The complaint is about the landlord’s handling of the resident’s concerns regarding asbestos in the property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord's handling of: The resident’s reports about gases entering the property. The resident's concerns about whether the carbon monoxide alarms were working correctly. The installation of a kitchen extractor fan. The resident’s reports of the …

The complaint is about the landlord’s response to the resident’s reports of: a leak from the roof. antisocial behaviour (ASB). This report has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: repairs in the kitchen, living room and bathroom. roof repairs and associated damp and mould in the property. asbestos in the ceilings. repairs to the heating and hot water in the property. …

The complaint is about:

The complaint is about the landlord’s handling of the resident’s 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 reports of antisocial behaviour and noise nuisance from her neighbour. Decision to offer the resident’s neighbour an assured tenancy. Response to the resident’s concerns it had discriminated against her by …

The complaint is about: the impact of the landlord’s handling of issues on the resident’s health. the landlord’s handling of reports of roof, guttering and brickwork repairs and of the related internal repairs. We have also considered the landlord’s: record …

The complaint is about: The level of a service charge for fire-safety. The landlord’s responses to the resident’s queries about his service charge. The landlord’s handling of the associated complaint.

REPORT COMPLAINT 202409246 Wandle Housing Association Limited 13 January 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: reports of damp and mould. reports of responsive window, immersion heater, and trickle vent repairs. concerns about cleaning of communal areas. concerns about communication. associated complaint.

The complaint is about the landlord’s response to the resident’s request that it remove fallen trees from the communal gardens and replace fencing damaged by the fallen trees. The Ombudsman has also considered the landlord’s complaints handling.

The complaint is about the landlord’s handling of: Reports of unauthorised alterations to the property. The resident’s concerns about staff conduct. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.

The complaint is about the landlord’s: Response to the resident’s request to alter her tenancy. Response to the resident’s request for a management transfer. Response to overcrowding in the resident’s property. Handling of repairs to the sink. Complaint handling.

The complaint is about the landlord's handling of: The mutual exchange. Reports of repairs. Reports of damp and mould. The associated complaint.

The complaint is about the landlord’s response to the resident’s: Reports of a pest infestation. Reports of a roof leak and the associated repairs. Requests for window repairs.

The complaint is about the landlord’s handling of the resident’s: Right to Buy (RTB) application. Associated complaint.

The complaint is about the landlord’s: communications with the resident in relation to a managed move. communications with the resident in relation to the level of rent and council tax. decision to remove an outbuilding. handling of repairs in the …

The complaint is about the landlord’s handling of the resident’s: Reports of poor cleaning, caretaking and maintenance of the property and its surrounds. Associated formal complaint.

The complaint is about: The landlord’s handling of the resident’s reports of damp and mould and his request for an extractor fan in the bathroom. The landlord’s response to the resident’s reports of damaged possessions caused by mould and by …

REPORT COMPLAINT 202337623 Sanctuary Housing Association 28 January 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 repairs to the shower tray. Reports of a leak into the property and subsequent damp and mould. Reports of works required to the windows. Associated complaint.

The complaint is about the landlord’s handling of: The resident’s reports of outstanding defects in the property. The related complaint.

The complaint is about the resident’s concerns around: The level of service charges associated with the resident’s property. The landlord’s communication with the resident about service charge payments. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports of issues with the storage heaters in the property. The associated complaint.

The complaint is about the landlord’s handling of: A leak into the resident’s property which caused damp and mould. The associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of: A leak to her home. Lift repairs. The Housing Ombudsman has also considered the landlord’s complaints handling.

The complaint is about: The landlord’s handling of the resident’s request for a replacement key fob. The landlord’s handling of the associated complaints.

The complaint is about the landlord’s handling of: The repairs including damp and mould in the property. Designating the resident as a new tenant rather than an existing one. The increase to the resident’s rent. The resident’s request for the …

The complaint is about: The landlord’s handling of the resident’s reports of a leak in the shower room. The landlord’s handling of the resident’s concerns about the roof and loft spaces. The landlord’s handling of the resident’s concerns about the …

The complaint is about the landlord’s handling of the resident’s: Personal data and subject access request (SAR). Reports of a pest infestation and related repairs at the property. Concerns about a leak coming from the water tank in the loft. …

The complaint is about the landlord’s handling of: the resident’s concerns that it had allocated her an unsuitable property. the resident’s reports of antisocial behaviour (‘ASB’) including noise nuisance from her neighbour and that they were running a business from …

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

The complaint is about the landlord’s handling of: Repairs to the communal stairwell. Repairs to the water supply pipes. The associated complaint.

The complaint is about the landlord’s response to the resident’s concerns about: The maintenance of communal areas. Service charges for CCTV, emergency lighting, and communal gardens.

The complaint is about the landlord’s response to the resident’s reports about: Anti-social behaviour (ASB). Staff conduct.

The complaint is about the landlord’s handling of reports of issues with 2 trees in the resident’s front garden. This Service has also investigated the landlord’s handling of the complaint.

The complaint is about the landlord’s: Response to the resident’s concerns about scaffolding. Handling of kitchen replacement works. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about: The landlord’s communication about car parking provision. The landlord’s handling of boiler repairs. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s: Concerns about the electric debt left on the meter at the start of the tenancy. Concerns about the gas debt left on the meter at the start of the tenancy. …

The complaint is about the landlord’s handling of the resident’s concerns that service charges were incorrectly applied to her account. The Ombudsman has also considered the landlord’s complaint handling.

REPORT COMPLAINT 202336879 Hastoe Housing Association Limited 11 December 2024 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 reports of: Damp, mould, and the associated repairs. Drain odours.

The complaint is about the landlord’s handling of the leaseholder’s reports of a roof leak. The Ombudsman has also investigated the landlord’s complaint handling.