Housing Ombudsman Decisions

The complaint is about: The landlord’s response to the resident’s reports of damp and mould issues. The landlord’s failure to communicate in response to the resident’s complaints.

This complaint is about:

REPORT COMPLAINT 202100331 Lambeth Council 8 January 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 concerns: The landlord’s decision to remove plants from the resident’s balcony. The formal complaint into the matter.

The complaint is about the landlord’s decision not to grant permission for adaptations at the property, specifically, an extension. The complaint is also about the landlord’s handling of the request for permission to make adaptations at the property.

This complaint is about:

The complaint is about: The landlord’s handling of the resident’s reports of an odour coming from her neighbour’s property. The landlord’s complaint handling.

REPORT COMPLAINT 202102033 Wokingham Borough Council 22 December 2021 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 […]

REPORT COMPLAINT 202016001 Brentwood Borough Council 20 December 2021 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 resident complains about the fence replacement the landlord carried out at his property, and its response to his subsequent formal complaint about the matter.

The resident’s complaint is about: The conduct, behaviour and comments by landlord staff made to her when visiting her property, with or without prior notice. Window repairs. Bathroom heating. The landlord’s response to damp and mould reports. Repairs to her …

This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the resident’s complaint about staff conduct.

The complaint concerns how the landlord handled repairs to: The guttering of the building. The shower in the resident’s property.

The complaint is about: The landlord’s handling of follow-on works from its previous gas safety service in January 2020. The landlord’s handling of the resident’s annual gas safety service. The landlord’s handling of the associated complaint.

The complaint refers to: The landlord’s handling of the resident’s reports of repairs needed to the external doors of the property, the wooden external panels and her concerns about pests in the property. The resident’s further concerns related to new …

The complaint is about the length of time taken by the landlord to complete restorative repairs at the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The complaint refers to: The landlord’s handling of the repairs needed to the resident’s front and back doors, windows and cupboard door in her bedroom. The resident’s concerns about repairs needed to her kitchen and plastering . The landlord’s handling …

The complaint is about the landlord’s response to: Repairs within the resident’s property and within her block prior to July 2017. Concerns raised about renovation works to the resident’s block of flats between 2003 and 2005. The resident’s concerns that …

The complaint is about:

The complaint is about: The repairs service provided by the landlord. The landlord’s response to concerns regarding staff conduct. The landlord’s complaint handling.

The resident complains about:

REPORT COMPLAINT 202010775 Lambeth Council 23 November 2021 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 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 response to the resident’s reports of damage to her property caused by a defective external wastepipe. The report will also address the landlord’s handling of the associated complaint.

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of antisocial behaviour (ASB).

The complaint is about the landlord’s handling of: - The resident’s report of a flood in her bathroom. The resident’s reports of consequential damage to the bathroom and kitchen. The resident’s complaint.

The complaint is about the: landlord's handling of a toilet blockage from 2019 – 2020. The Ombudsman has also considered the landlord’s complaints handling.

The complaint is about the landlord’s handling of:

The complaint is about: The height of trees in a neighbouring garden. The landlord’s response to the resident’s concerns about the above.

The complaint is about: The landlord’s handling of the resident’s reports of a range of different repairs, including leaks, damp and mould. The landlord’s complaint handling. The impact the condition of the resident’s property had on her family’s health.

REPORT COMPLAINT 202016004 Southwark Council 16 November 2021 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 handling of the resident’s: reports of boiler repairs prior to September 2020. reports of boiler repairs in September 2020. complaint that the landlord’s contractor damaged her flooring. subsequent formal complaint.

This complaint is about the landlord’s handling of: the resident’s reports that a lean-to was unlawfully removed; works it had agreed to complete to allow the reinstatement of the lean-to; the resident’s concerns about the validity of a guarantee for …

The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour from the flat below. The landlord’s response to the resident’s request for a refund of rent for the time that he was living away from his …

The complaint concerns: The landlord's handling of the resident’s reports of the communal entry doors not closing. The landlord's handling of the resident’s complaint.

The complaint is about the landlord’s response to the resident’s reports of: The temperature at the property and the need for replacement heaters. Its complaints handling.

This complaint is about: a. the level of the landlord’s service charges for items such as building and communal grounds maintenance; b. the landlord’s response to the resident’s reports about; Service charges a neighbour’s CCTV installation

The complaint is about the landlord's handling of: the resident’s reports of Anti-Social Behaviour (ASB); and the resident’s housing arrangements. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s: Assessment of the resident’s priority for rehousing. Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s reports about a leak, damp and mould at the property.

The complaint is about the landlord’s: Response to the resident’s concerns regarding cigarette smoke penetrating his property from the property below. Response to the resident’s concerns regarding the upkeep of the garden by the tenants from the property below. The …

The complaint is about the landlord’s response to the resident’s reports concerning:

The complaint is about: The landlord’s response to the resident’s request for re-plastering walls in the property. The landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s response to the resident’s reports about:

This complaint is about: a. Repairs which the landlord instructed in response to an ongoing noise dispute, and the delays to those repairs. b. The resident’s request to be re-housed c. The landlord’s complaint handling

The complaint is about: The landlord's response to a report of flooding in the property following a burst bathroom pipe and the amount of compensation offered. The landlord’s complaints handling. A representative has been acting on the resident’s behalf when …

The complaint is about the landlord’s: response to the resident’s reports of a leak at his property; complaints handling.

The complaint is about the landlord’s: Consideration of the resident’s transfer application. Support to the resident in applying for alternative accommodation. Handling of the resident’s reports of antisocial behaviour (ASB). Complaints handling.

The complaint refers to the landlord’s handling of: communal cleaning at the resident’s property. the resident’s Subject Access Requests. The resident’s concerns about the landlord’s decision to issue a single point of contact arrangement. the associated complaint.

The complaint concerns: The landlord’s handling of the resident’s concerns around the safety of electrical works carried out in September 2018. The length of time taken by the landlord to carry out repairs to the resident’s heating and hot water …

The complaint is about: The resident’s liability to pay service charges for works which she is dissatisfied with. The landlord’s handling of repairs to the resident’s guttering, roof and windowsill. The landlord’s handling of the associated complaint.