Housing Ombudsman Decisions

The complaint is about the landlord’s: Response to the resident’s reports of an alleged illegal structure built by the neighbour in the back garden and associated staff conduct. Response to the resident’s reports of an insecure fence. Response to the …

The complaint is about the landlord’s handling of the resident’s reports of noise disturbance from Flat A. The landlord’s response to the related complaint

The complaint is about the landlord’s: Response to the resident’s reports that her neighbour had removed her washing line from a communal area. Response to the resident’s reports of alleged anti-social behaviour by her neighbour. This investigation has also considered …

The complaint is about the landlord’s handling of regeneration works to the building and estate including: The provision of information about and notice of the works. The loss of allocated disabled parking bays. The commencement of works to construct a …

The complaint is about the landlord’s handling of the resident’s: Concerns about asbestos in her home. Allegation about the behaviour of a contractor. Requests for repairs to the bathroom extractor fan and garden gate. Complaint.

The complaint is about the landlord’s handling of: The pruning works to trees near the resident’s property. The associated complaint.

The complaint is about the landlord’s handling of: The delays to repair the resident’s front and back doors. The resident’s reports of a faulty boiler and his concerns about carbon monoxide emissions. The associated complaint.

The complaint concerns: The cost of the communal district heating renewal to leaseholders. The landlord’s response to concerns raised regarding the communal district heating renewal. The related complaint.

This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s disrepair concerns, including: a roof leak, damp and mould; The landlord’s complaint handling; The landlord’s record keeping.

The landlord’s handling of reports of: Defective heating in the property. Damp and mould in the property. Repairs needed to the property. A rodent problem in the property. The related complaint.

The complaint is about the landlord’s handling of: The resident’s reports of a pest infestation in her former property. The associated complaint.

REPORT COMPLAINT 202110505 Arun District Council 26 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 […]

The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start of her tenancy. The landlord’s response to the resident’s reports of damp and mould throughout the property and its handling …

The complaint is about the landlord's handling of: The resident’s request for the kitchen to be adapted to allow for the installation of a dishwasher. The resident’s reports of cracks behind the boiler.

The complaint concerns the landlord’s response to: ASB reports and the request for hotel costs. Concerns regarding the level of support provided. Reports of damage to the bedroom and kitchen ceilings due to a leak. The related 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: Decision to recharge the resident for a door replacement. Handling of the resident’s complaint.

The complaint is about the landlord’s handling of: Repairs to the guttering at the property; and The complaint.

The complaint is about the landlord’s: response to the resident’s reports about her neighbour and their dog’s behaviour; complaints handling.

The complaint concerns: The landlord’s response to concerns from the resident about the cause of fire in the property. The landlord’s handling of repairs following the fire. The level of support and financial assistance from the landlord. The landlord’s complaints …

This complaint is about the resident’s reports of the landlord’s handling of: Replacement of the shed roof. The resident’s roof and chimney repair. The resident’s concerns regarding the conduct of an operative.

The complaint is about the landlord’s: Handling of the resident’s antisocial behaviour (ASB) case. Response to reports that the fence had been removed.

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 handling of the repair of a leak and remedial works required, including costs incurred by the resident.

The complaint is about: The landlord’s response to the resident’s concerns about the service provided by his Homeownership Officer (HO). The landlord’s handling of the resident’s queries about his service charge. The landlord’s response to the resident’s concerns about the …

The complaint is about: The level of compensation offered by the landlord in recognition of delays in repairing leaks to his property in 2018. The landlord’s handling of the associated complaint.

This complaint is about the landlord’s response to the resident’s concerns about: The smoke alarms and gas safety checks at his property. An electrical inspection at his property. Debris falling from the flue flashing/ceiling on to his boiler.

This complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB) by her neighbour’s adult son. The associated complaint.

This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s reports of leaks, damp and mould at the property; The landlord’s complaint handling; The landlord’s record keeping.

The resident complains about: The suitability of the property offered by the landlord in February 2020. The landlord’s handling of her subsequent concerns about the size of the property. The Ombudsman has also considered the landlord’s complaint handling.

REPORT COMPLAINT 202115626 Lambeth Council 24 November 2022 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 request that a former outhouse at the property be rebuilt, given her concerns regarding the amount of space in her kitchen. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s response to the resident’s: reports about repairs to her railing and gate; request for a building completion certificate; concerns about the behaviour of the landlord’s surveyor. The complaint is also about the landlord’s complaints …

This complaint is about the landlord’s: Response to the resident’s report of a leak and damage to his ceiling. Handling of the resident’s concerns about a member of its staff’s behaviour towards him. Handling of the associated complaint.

The complaint is about the landlord’s: response to the resident’s reports of a loss of heating and hot water, and related missed appointments. complaints handling and record-keeping.

The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise disturbance. The landlord’s handling of the resident’s concerns about soundproofing. The landlord’s handling of the resident’s request for a garden screen.

The complaint is about the landlord’s response to the resident’s request for it to remove a tree in her front garden. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to: Reports of antisocial behaviour by the resident’s neighbours. The resident’s request to be re-housed.

The complaint is about the landlord’s handling of: The resident’s correspondence sent on 17 May 2021. The associated formal complaint.

The complaint is about: The landlord’s handling of the resident’s reports of Anti-Social Behaviour and noise nuisance by their neighbour. The landlord’s handling of the resident’s request for a management transfer. The landlord’s complaints handling.

REPORT COMPLAINT 202202296 Southwark Council 1 November 2022 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 of anti-social behaviour (ASB) and noise disturbance. The landlord’s handling of counter allegations made against the resident. The landlord’s handling of the resident’s request to be transferred.

The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Handling of the resident’s request to be moved to a new property. Complaints handling.

The complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB) perpetrated by a neighbour, specifically, noise nuisance. The resident’s reports of an extensively overgrown garden. The resident’s reports of an issue with a drain at …

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 is about the landlord’s response to: The resident’s reports of antisocial behaviour (ASB) and noise disturbance. The priority awarded to the resident’s housing register application. The landlord’s handling of the resident’s request to be transferred.

The complaint is about the landlord’s: response to the resident’s concerns about missed appointments and poor contractor behaviour; response to the resident’s request for a new radiator; complaints handling.

The complaint is about The level of service charge demanded by the landlord following a roof repair. The landlord’s response to the leaseholder’s report of a broken roof tile.

The complaint is about the landlord’s: response to the resident’s reports of repairs to the electrics and its impact on the resident’s ability to work; complaints handling.

The complaint is about the landlord’s handling of: Damp in the resident’s property and the length of time taken to complete repairs. The resident’s enquiries about a service charge bill.