Housing Ombudsman Decisions

The complaint is regarding landlord’s handling of the landlord’s: Handling of a repair request. Communication with the resident. This investigation has also considered the landlord’s handling of the complaint.

The complaint is about the landlord’s: investigation of the resident’s reports about vibration noise; complaints handling.

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her kitchen. The repayment of expenses claimed by the resident during a decant. The Ombudsman has also considered the landlord’s complaint handling as part …

The complaint is about the landlord’s: Response to the resident's queries regarding the reasonableness of service charges paid. Response to the resident’s concerns about internal fire compartmentation in the building. Handling of the resident’s concerns about the delays to cladding …

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould, and the associated repairs. The resident’s reports of anti social behaviour (ASB). Allegations of ASB made against the resident. The investigation into an alleged incident …

The complaint is about: The landlord’s handling of the fence repair. The resident’s request for a leaseholder online submission tool. This investigation has also made additional findings relating to the landlord’s: Complaint handling. Knowledge and Information Management (KIM).

The complaint is about the landlord’s: Decision to allocate a single point of contact to the resident (SPOC). Investigation in to staff conduct. Handling of reports of issues with poor caretaking. Handling of the complaint including the request for compensation.

The complaint is about the: Landlord’s handling of an electrical inspection and follow on works. Landlord’s decision to get an injunction order for access to the property to complete the electrical works. Landlord’s records concerning the resident’s vulnerability and requirements …

The complaint is about: The landlord’s letting of the empty flat above the resident. The landlord’s handling of the resident’s reports of noise nuisance and antisocial behaviour (ASB) from her upstairs neighbour. The landlord’s response to the resident’s statement that …

The complaint is about the landlord’s response to: the resident’s reports about antisocial behaviour and the resident’s concerns about the conduct of a member of landlord staff. We will also look at the landlord’s complaint handling as part of this …

The complaint is about the landlord’s responses to the resident’s concerns about: her Housing Moves application, including queries about a mutual exchange. a leak under the kitchen sink. an issue with the guttering. a back door which was in disrepair. …

The complaint is about the landlord’s handling of the repairs to the wall plaster. The investigation has also considered the landlord’s complaint handling.

This complaint is about how the landlord handled the resident’s reports of defects in his new build property. This investigation has also considered the landlord’s handling of the associated complaint.

The complaint is regarding the landlord’s: Sharing of the resident’s personal data with utility companies. Management of the resident’s rent account. Response to the resident’s reports of anti-social behaviour (ASB) being carried out by the Police. This investigation has also …

The complaint is about the landlord’s response to the resident’s concerns about: Communication regarding major works carried out to the block. The standard of works carried out to the roof, windows and paintworks within the major works programme. The decision …

The complaint is about the landlord’s responses to the resident’s: Concerns about the repairs and maintenance of the block. Concern that her email communication to the landlord was blocked. Queries concerning the service charges. The investigation also considered the landlord’s …

The complaint is about: the landlord’s handling of reports of damp and mould in the property. the landlord’s response to a request for temporary rehousing during works. This investigation has also considered the landlord’s complaint handling including the landlord’s response …

The complaint is about the landlord’s response to: The resident's concerns about the behaviour of a member of staff; The resident's concerns about anti-social behaviour (ASB); Incidents that had affected the resident’s representative; Concerns on behalf of other residents: Concerns …

This complaint is about the landlord’s handling of: The resident’s reports of defective windows and doors, and the resulting cold temperature in his property. The resident’s reports of problems with his kitchen, including: the kitchen being unsuitable for his needs; …

The complaint is about the landlord’s response to: The resident’s challenge to the level of her service charge in previous years. The resident’s request for information about her service charges. The resident’s concerns about an increase to her service charge …

The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Reports of damage caused by rats. Complaints. The investigation has also considered the landlord’s information management in respect of this complaint.

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: the landlord’s handling of the resident’s reports about noise nuisance, anti-social and threatening behaviour from their neighbour. this investigation has also considered the landlord’s record keeping in this complaint.

This complaint is about: The condition of the property and the standard of checks undertaken by the landlord at the time of the resident’s mutual exchange. The landlord’s response to the resident’s repair requests, including the electrics, window restrictors, a …

This complaint is about the landlord’s handling of the resident’s requests for a renewal of her kitchen. This investigation has also considered the landlord’s handling of the associated complaint.

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 …

The complaint is about: Liability for damages and loss caused during a fire at the resident’s home; Liability for damages and loss caused by a contractor following the fire; The landlord’s investigations and actions following the fire; The landlord’s management …

This complaint is about: The landlord’s response to reports of drainage problems. The landlord’s investigation of recurring heating faults. The landlord’s complaint handling and timeliness in providing relevant compensation.

The complaint is about the landlord’s response to the resident’s concerns about: his application to purchase a property through the right to buy scheme; disrepair at his property, including a pest infestation, damage to the walls, and damp and mould; …

The complaint is about the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB). Concerns regarding the upkeep of the estate. Concerns about parking. Report of water pooling in the carpark. The Ombudsman has also considered the landlord’s complaint …

The complaint is regarding the landlord’s: Response to the resident’s concerns about the suitability of his property. Response to the resident’s reports of anti-social behaviour (ASB). Handling of the resident’s mutual exchange application. Response to the resident’s repair reports, including …

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 the resident’s reports of: A gas leak that impacted the residents health. The length of time it took to repair the heating and hot water system. Damp issues. The conduct of the …

The complaint is regarding the resident’s: Request to be rehoused. Reports of noise nuisance and anti-social behaviour (ASB). This investigation has also considered: The landlord’s record keeping.

The complaint is about the landlord’s response to the resident’s: reports of a roof leak; request for a replacement door. The Ombudsman has also identified the landlord’s complaints handling as an area for investigation.

The complaint is about the landlord’s responses to the resident’s: request for evidence of its findings following its investigation into a leak. queries about the building insurance.

NOTE: AMENDED INVESTIGATION REPORT Case Ref: 202016889 Created by Gillian Lowdon on 15/12/2021 10:45:24 Title: NOTE: AMENDED INVESTIGATION REPORT Category: Case Notes Activity Date: 15/12/2021 Body:

The complaint is about the landlord’s response to the resident’s reports of repair issues with her bathroom and kitchen, and the amount of compensation subsequently offered. The Ombudsman has also considered the landlord’s complaint handling in this investigation.

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.