Housing Ombudsman Decisions

The complaint is about the landlord’s: handling of enquires about quotations needed for major roof works. response to a request that a Section 20 consultation take place for the works. communication regarding a referral to the First Tier Tribunal (FTT) …

The complaint is about: The landlord’s response to the resident’s reports of damp and mould in her kitchen and the associated repairs. The landlord’s complaint handling.

The complaint is about the landlord’s response to: The resident’s reports of leaks and mould in the property’s bathroom. The associated formal complaint.

The complaint is about the landlord's handling of: A boiler replacement. Issues with the resident’s electricity supply. A leak through the resident’s living room ceiling. The resident’s associated complaint.

The complaint is about: The landlord’s response to the resident about its handling of their antisocial behaviour (‘ASB’) reports. The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record-keeping.

The complaint is about the landlord’s handling of: A staff member’s conduct during a telephone call with the resident. The associated complaint.

The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Request for rehousing. Associated formal complaint.

The complaint is about the landlord’s handling of: Plastering repairs. Reports of damp. Reports about the boiler, radiator and shower repairs. The associated formal complaints.

The complaint is about: The landlord's handling of the resident's repair reports The landlord's complaint handling.

The complaint is about the landlord's handling of: Repairs to the heating and hot water system. Reports of pests in the property. Reports of antisocial behaviour (ASB). Reports of damp and mould. The maintenance of communal areas.

The complaint is about the landlord’s response to the resident’s concerns about the: Level of service charges for the inspection of the communal emergency installations; Testing of the emergency lighting; This report will also assess the landlord’s complaint handling.

The resident’s complaint is about the landlord’s decision not to install solar panels at the property. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about the landlord’s: Handling of window defects. Response to the resident’s reports of noise from building works. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her property. Repairs to a garage door. The resident’s reports about outstanding repairs to windows and doors. The resident’s reports about outstanding repairs to …

The complaint is about the landlord’s handling of: A request to rewire the property. Repairs to a footpath. A request for a wet room. A request to replace storage heaters. The Ombudsman has also decided to investigate the landlord’s complaint …

The complaint is about the landlord’s handling of: The resident’s reports about support services it provided during her tenancy. The resident’s complaint.

The complaint is about the residents’ reports about the landlord’s handling of; A leak in the bathroom and remedial works (including damp and mould within the cloakroom toilet). The associated recharges. Staff conduct. The Ombudsman has also considered the handling …

The complaint is about the landlord’s handling of: The resident’s reports of a mite infestation in her property. The resident’s reports of damp and mould and the associated repairs. The associated complaints.

The complaint is about the landlord’s: Handling of its decision to place the resident on a contact restriction and to only visit the resident in pairs. Response to the resident’s concerns about conduct of its staff. Response to the resident’s …

The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB) including noise nuisance and the use of cannabis. Response to the resident’s requests for soundproofing adaptations. Response to the resident’s health conditions and its provision …

REPORT COMPLAINT 202226196 Hyde Housing Association Limited 15 August 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 case. This […]

The complaint is about the landlord’s: Handling of a roof leak at the resident’s property. Provision of grounds maintenance which the resident pays a service charge. Response to the resident’s reports of bulk waste being left in the grounds of …

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Request for replastering and repairs to walls and ceilings. Reports of damage to internal door frames. Associated formal complaint.

The complaint is about the landlord’s handling of repeated repairs to the heating and hot water system. The Ombudsman has also considered the landlord’s complaint handling.

The landlord’s response to the resident’s request for reimbursement, for damage caused to his fitted wardrobe during repair works to the property. We have also considered the landlords handling of the associated complaint.

The resident’s complaint is about the landlord’s: Handling of repairs related to damp; Response to reports of pests; Handling of the associated complaint.

The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould caused by leaks at the property. Handling of repairs to the windows in the property. Response to the resident’s request for a wet room. Handling …

REPORT COMPLAINT 202311324 Clarion Housing Association Limited 30 July 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 various repairs to the property, including damp and mould. Level of the rent increase.

The complaint is about: The landlord's decision that the resident cannot store her electric wheelchair (the wheelchair) in the communal corridor due to fire safety concerns. The associated complaint.

The complaint is about the landlord’s response to the resident’s request for a permanent housing move. The Ombudsman also considered the landlord’s complaint handling.

The complaint is about the landlord’s: Response to the resident’s concerns regarding staff conduct between January 2023 and February 2024. Response to the resident’s request for reasonable adjustments. Handling of restrictions on the resident’s contact between January 2023 and February …

The resident’s complaint is about the landlord’s handling of: Squirrels in the loft of the property and repairs to associated damage. His complaint.

The complaint is about the landlord’s response to the resident’s reports about: A pest infestation; An outstanding repair; Staff conduct.

The complaint is about the landlord’s response to the resident’s concerns: That a gas hob had been installed incorrectly. That its staff member had advised that the hob was safe. This Service has also considered the landlord’s handling of the …

This complaint is about: The landlord’s handling of the resident’s reports of defects in their newly built property. The delay installing an electric vehicle (“EV”) charger. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s response to reports of: Antisocial behaviour by the resident’s neighbour. The resident’s neighbour feeding birds excessively. The investigation has also taken the landlord’s handling of the associated complaint into consideration.

REPORT COMPLAINT 202228567 Sanctuary Housing Association 9 July 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 case. […]

The complaint is about the landlord’s handling of the resident’s: Request to have a cupboard removed from the property. Reports of damp and mould. Request to have a new bathroom and kitchen installed. Garage door repair. The Ombudsman has also …

This complaint is about the landlord’s handling of the resident’s reports of: Damp and mould in her home. Excessive cold in her home.

The resident’s complaints are about: Complaint 1. The landlords handling of the repairs to the resident's heating and hot water system. The landlords handling of other repairs to the residents property (toilet, front and rear door). Complaint 2. The behaviour …

This complaint is about the landlord’s handling of: Repairs following a leak. The resident’s request for a kitchen replacement. The associated complaint.

This complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. Reports of a leak in a communal cupboard. The associated complaint.

The complaint is about: The landlord’s handling of the resident’s reports of various repairs. The landlord’s handling of the resident’s management transfer. This Service has also considered the landlord’s handling of the resident’s complaint.

The complaint is about: The landlord's investigation into complaints about the resident's behaviour, and the associated decision to seek possession of the property. The payment of £500 to the resident as agreed by a court undertaking. The landlord's handling of …

The complaint is about the way the landlord handled: The sale of the resident’s property; The resident’s complaint.

The complaint is about The landlord’s handling of a gas safety inspection. The landlord’s response to reports of a gas leak. This Service has also considered the landlord’s: Handling of the resident’s complaint. Knowledge and information management.

The complaint is about the landlord’s handling of: The resident’s reports about the level of service charge. The resident’s concerns about the standard of grounds maintenance. The resident’s concerns about the condition of the internal communal area.

The complaint is about the landlord’s: Record keeping. Handling of leaks, damp and mould in the property. Decision to change the locks on the property during works. Complaint handling.

The complaint concerns the landlord’s handling of the resident’s reports that the emergency escape route from the property was compromised. The Ombudsman investigated the landlord’s handling of the associated complaint.