Housing Ombudsman Decisions

REPORT COMPLAINT 202005612 Lambeth Council 2 February 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 […]

This complaint is about the landlord’s: Handling of the resident’s application for a landlord licence; Response to the resident’s concerns about its administration of a major works notification and service charges; complaint handling.

The complaint is about the landlord’s response to: The resident’s report of the neighbour’s cat fouling and items left in the communal stairwell. The resident’s report of Anti-Social Behaviour by the neighbour’s grandson. The associated complaint.

The complaint is about the landlord’s: response to the resident’s concerns that the property was incorrectly advertised as having access to a driveway; reimbursement and communication of its goodwill offer relating to application fees.

The complaint is about the landlord’s handling of: The resident’s reports of damage to his flooring. The associated complaint.

The complaint is about the landlords response to the resident’s: concerns about a risk marker placed on his tenancy file; reports of repair works to his boiler and plastering of his kitchen wall.

The complaint is about the landlord’s handling of: The resident’s housing application. A pest infestation in the resident’s property. The resident’s reports of unacceptable staff conduct demonstrated by the Housing Officer.

The complaint is about: The landlord’s handling of repairs to the guttering at the resident’s property and its response to the resident’s reports of damp and mould. The landlord’s handling of the installation of a kitchen extractor fan. The landlord’s …

The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour. The resident’s request for a sound-proofing assessment. The resident’s request for rehousing.

The complaint is about the landlord’s response to: The resident’s reports of water ingress. The resident’s reports concerning the lift shaft, broken Perspex, trees outside the property and damp and mould. The associated complaint.

The resident’s complaint was about: The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the resident’s concerns regarding the removal of the neighbour’s garden wall. The landlord’s complaint handling.

This complaint is about the landlord’s handling of the: repairs to the front door report of the conduct of the operatives repairing the front entrance door report of the conduct of its staff resident’s reports of anti- social behaviour and …

This complaint is about: Whether the resident was given the opportunity to postpone the works to her bathroom in January 2021. A discrepancy between the Risk Assessment and Method Statement for those works. Rubbish being left in the resident’s property …

The resident has complained about: The landlord’s response to reports of ASB and counter allegations. The landlord’s handling of his concerns about staff conduct.

The complaint is about the landlord’s response to the resident’s: reports of rubble in her rear garden; concerns about the landlord’s operatives attending unannounced; reports of a rodent infestation; request to for a property transfer. The complaint is also about …

The complaint is about: The landlord’s handling of the resident’s reports of damage to her belongings. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of rubbish removal.

The complaint is about: The landlord’s handling of the resident’s reports of damp and repairs required to fencing and windows at the property. The landlord’s handling of the resident’s concerns about the condition of a vacant, neighbouring property. The landlord’s …

REPORT COMPLAINT 202116746 Kingston upon Thames Council 4 August 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 response to: The resident’s concerns about the state of repair and security of communal doors, the resident’s reports of fly tipping and to the resident’s concerns regarding communal cleaning. The resident’s request for information …

The complaint is about: The landlord’s handling of the resident’s request for a replacement front door and frame. A welfare check. Information held on file The landlord’s complaint handling.

The complaint is about the landlord’s response to: The resident’s report of a leak at her property. The associated complaint.

This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; a warning letter it sent to the resident; the related complaint.

The complaint is about the landlord’s: response to the resident’s enquiry regarding service charge invoices; complaints handling.

The resident’s complaint is about: The landlord’s pursuit of service charges to be paid in accordance with the lease; The landlord’s handling of capital works to the property, including the appointment and management of the contractor; and The landlord’s handling …

The complaint is about the landlord’s handling of: A request from the resident. The formal complaint.

The complaint is about: the landlord’s handling of the resident’s reports of repairs required to the bathroom, including its decision not to replace the bathroom following the Right to Buy (RTB) application. the landlord’s handling of the formal complaint.

The complaint is about the landlord's handling of: The resident’s reports of noise nuisance. The associated complaint.

The complaint is about the landlord’s response to: A rat infestation at the resident’s property and her request for compensation. The replacement of loft insulation affected by rat droppings and urine. The replacement of a drain due to age. Repairs …

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 handling of the resident's reports of antisocial behaviour (ASB) in a multi-use games area. The landlord’s complaint handling.

The complaint is about: The landlord’s response to a leak into the communal toilet that was believed to have come from the resident’s property. The landlord’s complaint handling.

The complaint is about: The landlord’s handling of the resident’s request to remain in his grandmother’s property following the termination of the tenancy. The landlord’s handling of the resident’s enquiry about purchasing the property via the Right to Buy (RTB) …

The complaint is about the landlord’s handling of: A neighbour dispute. Works at the property following an occupational therapy recommendation. Management of the scheme since it changed from sheltered accommodation to general needs accommodation. The Ombudsman has also assessed the …

This complaint is about the landlord’s handling of: the resident’s reports of illegal parking on his estate; the related complaint.

The complaint is about the landlord’s response to the resident’s concerns regarding: repainting her bin cupboard storage door; its programme of planned works, including repainting her property; its call handler’s behaviour.

The complaint is about the landlord’s handling of Reports of damage, noise and repairs following the neighbour’s loft extension work. Allegations of anti-social behaviour (ASB) made about the resident. Staff related complaints including an incident when the resident was asked …

REPORT COMPLAINT 202108318 Wealden District Council 10 June 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 […]

The complaint is about the landlord’s handling of: The resident’s personal information A leak into the resident’s kitchen and his request for compensation for the damage caused The associated formal complaint.

The complaint is about: The landlord’s response to the resident’s concerns about the length of time he was without heating and hot water at the start of his tenancy and the level of compensation offered. The landlord’s handling of the …

The complaint is about the landlord’s: Response to the resident’s reports of a leak into her property and the subsequent repairs. Response to the resident's request for compensation for items damaged and the resident’s request to be relocated. Handling of …

The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request for reimbursement of costs related to his garden, travel, rent and council tax. The landlord’s handling of the …

The complaint is about: The landlord’s handling of allegations of antisocial behaviour (ASB) made against the resident. The landlord’s handling of the associated complaint.

The resident’s complaint is about the landlord’s handling of issues of water ingress to the property. The landlord’s complaint handling has also been considered.

The complaint concerns the landlord’s: Handling of the residents’ reports of antisocial behaviour from their neighbour. Handling of the residents’ request for a management move. Related complaint handling.

The complaint is about the landlord’s response to the resident’s: Reports of repairs to the communal parts of the block. Reports of repairs to the property. Reports of antisocial behaviour (ASB). Request for an allocated parking space.

The complaint is about the landlord’s response to: The resident’s reports of repairs (windows, damp and mould) while residing in temporary accommodation. The resident’s reports about the repairs at the start of the tenancy. The resident’s reports about flooding of …

This complaint is about the landlord’s handling of: an increase in the resident’s service charges; the related complaint.

The complaint is about: The landlord’s response to the resident’s concerns over smells and fumes entering her property. The landlord’s response to the resident’s concerns over security related to a key safe at the property. The landlord’s response to the …

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.

This complaint is about the landlord’s handling of: the residents’ reports of an electrical fault in the property; the residents’ reports of mould growth in the bathroom; its decision to place the residents on a register for potentially aggressive customers; …