Housing Ombudsman Decisions

The complaint is about the landlord’s handling of: The resident’s report of a water leak from an upstairs property into her bathroom and the associated repairs. The planned kitchen replacement. The resident’s concerns regarding staff conduct. This Service has also …

The complaint is about the landlord’s handling of the resident’s: Reports of repeated flooding at his property. Claim for compensation for damage to his possessions. Complaint.

The complaint is about the landlord’s handling of: Issues with the resident’s gas appliances and roof. Repairs to the resident’s kitchen, taps and boiler following a leak in the property. The associated complaint.

The complaint is about the: Landlord’s response to the resident’s concerns about the communication regarding dog fouling. Landlord’s handling of the outstanding repairs to the property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s concerns about: Having to pay rent whilst the disrepair was fixed. Damp and mould around windows in his property. The number of times the elevator broke down. Debris falling from …

The complaint is about the landlord's handling of the resident's concerns about: The smoke and carbon monoxide alarms in the property. The alternative accommodation provided following a fire. The associated complaint.

The complaint is about the landlord’s response to the resident’s concerns about: The resident’s reports of repairs required at the property. The management of the landlord’s contractors, including missing appointments, over the past 20 years.

The complaint is about the landlord's handling of: The allocation, nomination and suitability of the property. Reports of repairs in the property. Anti-social Behaviour (ASB). Parking allocation. The associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of cooking smells entering her property from her neighbour’s property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlords handling of: The resident’s reports of damp and mould in her property. The associated complaint that the resident made on 25 January 2023.

The complaint is about the landlord’s response to the resident's reports of: Damp, mould, and associated outstanding repairs; Heating and hot water loss. The lack of cooking facilities in her property. This report will also consider the landlords: Complaint handling; …

The complaint is about: The landlord’s handling of the resident’s reports of a blocked communal drain pipe which caused damage to her property. The resident’s request for a drain maintenance plan. The resident’s concerns about what repairs had been funded …

The complaint is about the landlord’s handling of: Reports of damp and mould at the resident’s property and her damaged belongings. A leak at the resident’s property.

The complaint is about the landlord’s handling of a loss of hot water in the resident’s property and associated compensation. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about the landlord’s: Handling of repairs to the property. Response to reports of damage to personal property.

The complaint is about the landlord’s: Handling of a leak from the resident’s boiler. Response to the resident’s report of no hot water and heating in her property.

The complaint is about: The landlords handling of reports of damp and mould in the residents property. This service has also considered whether the landlord took into account its duties under the Equality Act 2010. The landlords handling of the …

The complaint is about the landlord’s: handling of a flood from a neighbouring property; response to the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord's handling of: The installation of windows at the property. The resident's request to replace a skylight. The resident’s request for a new front door. The installation of a communal light sensor switch. The correspondence …

The complaint is about the landlord’s: response to reports of damage caused to the resident’s flooring following works to the property. complaint handling. The Ombudsman has also considered the landlord's record keeping.

The complaint is about the landlord’s handling of: Repairs to the boiler. Repairs to the property. Damp and mould in the living room. The complaint.

The complaint is about: The landlord’s handling of, and communication about, the leak in the property. The landlord’s handling of the complaint and the level of compensation offered. The resident’s request to be reimbursed for loss of rental income.

The complaint is about the landlord’s decision to repair the windows in the resident’s property instead of upgrading them. We have also investigated the landlord’s complaint handling.

The complaint is about the landlord’s response to: The resident’s concerns regarding the fire alarm in the property. Communication about the fire evacuation plan. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: Reports of damage to items in the resident’s property. The resident’s concerns about staff conduct.

The complaint is about the landlord’s response to the resident’s: Reports of a repair to the property roof leading to damp. Reports of repairs to the windows. Related complaint.

The complaint is about the landlord’s response to: A request for revised service charges. Reports of subsidence of the boundary wall. Reports of mould in the property. The associated complaint.

The complaint is about the landlord’s response to reports of unsafe windows 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: Concerns about a lack of services charged for but not provided specifically for the lift, intercom and cleaning. Request for a managed move. Items outside her property. Related complaint.

The complaint is about the landlord’s handling of reports of a pest infestation at the resident’s property. The landlord’s complaint handling has also been investigated.

The complaint is about the landlord's handling of: The sale of the shared ownership property. The resident’s complaint.

The complaint is about the landlord’s response to the resident’s reports of a rodent infestation in the property. This report also looks at the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of: repairs following the resident’s reports of damp and mould. the resident’s complaint and claim for damaged possessions. The resident has also complaint about the impact of the damp and mould within the …

The complaint is about: The level of the communal and personal heating service charges. The landlord’s response to the resident’s enquiries about the personal heating service charge. The landlord’s handling of the resident’s reports of maggots and flies in the …

The complaint concerns: The landlord’s handling of the resident’s reporting of concerns about dust particles in the property. The landlord’s handling of stains to the walls above the storage heaters. The landlord’s complaints handling.

The complaint is about the landlord’s handling of: The resident’s reports of disrepair to her property and her concerns regarding the quality of works carried out to her property. The resident’s reports of damp and mould inside her property. The …

The complaint is about the landlord’s handling of the resident’s: Personal data and subject access request (SAR). Concerns about the installation of a replacement kitchen at her property. Request for an adaptation to her property. Associated complaint.

The complaint is about: The landlord's response to the resident’s re-housing request. The landlord's response to reports of a leak into the property and the associated damp and mould. The landlord's complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of noise transference and ventilation issues within the property. The landlord’s handling of the complaint has also been considered.

The complaint is about the landlord’s: Response to the resident’s reports of issues with the heating at the property. Handling of the resident’s transfer applications (in 2019/2020 and in 2022). Handling of the resident’s reports of ASB. Knowledge and information …

The complaint is about the landlord’s response to the resident’s: Reports of outstanding repairs in the property and squirrels in the loft. Requests for a boiler repair. The Ombudsman has also investigated the landlord’s complaints handling.

The complaint is about: The conduct of a staff member. The landlord’s decision to place an unacceptable behaviour marker on the resident’s record. The landlord’s response to the resident’s reports of repairs to the property. The Ombudsman has decided to …

The complaint is about: The landlord’s handling of reports of antisocial behaviour. The landlord’s refusal to purchase the resident’s property. The Ombudsman has decided to also investigate the landlord’s complaint handling.

The complaint is about the landlord’s handling of: The property condition at the point of mutual exchange. Repairs reported by the resident after mutual exchange and associated delays. Water ingress and damp and mould. The associated complaint.

The complaint is about the landlord’s response to: The resident’s reports of pest infestations in the property. The resident’s request to be rehoused. This report also looks at the landlord’s handling of the resident’s complaints.

The complaint is about the landlord’s: Decision to move a wall in the property, including the lack of notice and financial impact of this. Response to the resident's reports that he did not have to pay service charges until defects …

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

The complaint is about the landlord’s response to: The structural damage caused to the property by a neighbour. The resident’s request for the reimbursement of the costs she incurred as a result of loss and damage to the property. This …

The complaint is about the landlord’s handling of: repairs to the property following the resident’s reports of damp and leaks. the related complaint and claim for compensation. The complaint is also about the impact of the damp and leaks on …

The complaint is about the landlord’s handling of reports of: Damp and mould. Antisocial behaviour (ASB). The unsuitability of the property and the resident’s request to move.