Housing Ombudsman Decisions

The complaint is about the landlord’s: Response to the resident’s concerns that it issued him a warning letter preventing him from raising complaints regarding staff conduct. Complaint handling.

The complaint is regarding: The landlord’s handling of repairs to the resident’s roof and ceiling. The landlord’s response to concerns the resident raised regarding asbestos. The landlord’s response to reports of flies coming into the resident’s property via vents.

The complaint is about: The landlord’s handling of repairs carried out at the resident’s new property. The landlord’s handling of reports that contractors damaged the resident’s possessions. The landlord’s handling of the reports about the conduct of contractors at the …

The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbours. The landlord’s handling of the resident’s request for a property transfer. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s: Response to the resident’s concerns about anti-social behaviour (ASB). Handling of the replacement of a boiler. Response to reports of mould and the installation of ventilation fans. Response to the resident’s request to be …

The complaint is about: The landlord’s handling of the resident’s complaint in 2020 about outstanding repairs. The resident’s dispute of some of her service charges.

The complaint is regarding: The landlord’s response to the resident’s reports of damage caused to his kitchen ceiling and its handling of the repair to his shower/wet room. The landlord’s complaint handling. The landlord’s response to the resident’s request to …

The complaint is about the landlord’s handling of: repairs at the resident’s property. the resident’s request for an adaptation to the bath. the resident’s reports of a rat infestation in his loft; and the resident’s concerns of potential asbestos in …

The complaint is about the landlord’s response to the resident’s: Reports of noise and vibrations from the pipework in the property. Concerns about the impact that the vibrations were having on his health.

REPORT COMPLAINT 202005428 Camden Council 11 August 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: Complaint handling. Response to the resident’s concerns regarding adaptation works undertaken in the property’s bathroom. Response to the resident’s report that she sustained an injury as a result of the adaptation works undertaken.

The complaint is about the landlord’s handling of: faults with the resident’s boiler and the length of time that passed without a new heating system; major works required at the resident’s property; and the resident’s personal belongings during the resident’s …

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

The resident complained about the landlord’s response to their concerns about the functionality of the CCTV cameras.

The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance. The Ombudsman has also investigated the landlord’s communication with the resident, and its handling of the formal complaint.

The complaint refers to: The landlord’s handling of the resident’s reports of damp and mould in the property. The resident’s request for compensation for her damaged belongings. The landlord’s handling of the associated complaint.

The resident’s complaint is about: The landlord's response to the resident's reports of mould. The resident's report of the conduct of the operatives carrying out remedial work to the mould on 3 December 2020. The landlord's response to the resident's …

The complaint refers to: The landlord's handling of repairs following a leaking roof at the resident's property. The resident’s legal disrepair claim.

The complaints are about the landlord’s: Handling of repairs to the shower. Response to concerns that were raised about the replacement shower. Handling of the formal complaint. Response to concerns that were raised about the resident’s mother injuring herself when …

The complaint is about the landlord’s handling of and responses to the resident’s: Reports of anti-social behaviour (ASB). Request that it repairs a blocked and overflowing drain. Reports concerning the cleaning of communal areas. Complaint handling.

The complaint is about: The landlord’s response to the resident’s concerns about the quality of the communal area cleaning. The landlord’s handling of the resident’s complaint on the matter.

The complaint is regarding: The landlord’s response to the resident’s reports of damp and mould in her property. The landlord’s response to the resident’s reports of a mouse infestation in her property. The landlord’s response to the resident’s reports of …

The complaints are about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB) prior to March 2020. Concerns that landlord staff had behaved in a racially motivated manner. Reports of ASB from March 2020 onwards. Formal complaint.

REPORT COMPLAINT 202010455 Tandridge District Council 21 June 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 complaint is about the landlord’s response to: The resident’s concerns about the condition of the property when the tenancy began. The resident’s concerns about the condition of the property and outstanding repairs from 2020 onwards. Pest infestations at the …

REPORT COMPLAINT 202010475 Hammersmith and Fulham Council 14 June 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 […]

The complaint is about: the advice given to the resident concerning the Home Choice Scheme. how the landlord handled the resident’s reports of ASB including how staff communicated with her.

The complaints are about the landlord’s:

The complaint is about the landlord’s handling of the residents reports of: Repairs to a communal gate. Leaks in the guttering at the property. Repairs to windows at the property and subsequent delays. Reports of anti-social behaviour (ASB) at the …

This complaint is about the landlord’s response to: The resident’s complaint about its administration of his service charges, its maintenance and repair of his block, grounds maintenance and cleaning, and his reports of ASB, for which the landlord issued its …

The resident has complained that the landlord has offered insufficient compensation in response to their complaint about the works to their kitchen and bathroom. The landlord’s complaint handling has also been assessed in this report.

The complaint concerns the landlord’s handling of the resident’s: reports of loud noise from the water pipework. reports of a leak from a bathroom tap. request to reimburse their water bill. The associated formal complaint.

This complaint is about the landlord’s handling of: the resident’s reports of drainage repairs needed outside his property; the resident’s pest control reports; the related complaint.

The complaint is about the landlord’s response to the residents reports of: The initial blocked drain at the property and CCTV survey. Delays to repairs at the property. Lack of PPE worn by contractors. Her request for a temporary decant. …

The resident complains about: The length of time scaffolding was erected at her property. The landlord’s response to her concerns about this. Having sustained an injury, which she attributes to the presence of the scaffolding.

REPORT COMPLAINT 201912592 Welwyn Hatfield Borough Council 13 May 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. […]

The complaint is about the landlord’s: Implementation of reasonable adjustments. Handling of the resident's reports of antisocial behaviour (ASB). Communication with the resident. Handling of the associated complaint.

The complaint concerns: the landlord’s handling of the resident’s reports of outstanding repairs in her property. the impact the condition of the property had on the resident’s health.

The complaint is about the landlord’s: decision to withdraw its offer of damages and reasonable legal costs, complaints handling.

The complaint is about:

The complaint is about the landlord’s handling of the resident’s: Reports of leaks to his garage roof and shed downpipe. Reports of overflowing gutters, and the wrong repair to his balcony. Subsequent complaint handling.

The complaint is about the landlord’s handling of a complaint made against him about anti-social behaviour (ASB). The complaint is also about the landlord’s complaint handling.

The complaint is about: The conduct of a local ward member in respect of a planning application. The allocation of the property to the resident without adaptations. The landlord’s handling of adaptations at the property. The landlord’s handling of the …

The resident has complained about: The landlord's handling of her reports of leaks in the bathroom and the kitchen of the property, and the level of compensation offered to her. The landlord’s complaints handling.

The complaint is about: The managing agent’s communication with the resident after he informed it in February 2018 he was no longer living at the property. The managing agent’s request to the resident concerning charges at the end of the …

This complaint is about the landlord’s handling of the following issues: the resident’s application for rehousing on medical grounds; the resident’s reports of anti-social behaviour (ASB) by her neighbour. The report will also address the landlord’s handling of the complaint.

The Complaint is about the landlord’s response to residents’ reports about: The drainage at the property and standing water in the garden. Works to the kitchen floor and doors and the fitting of radiators at the property. The contractor attending …

The complaint is about: the landlord’s response to the resident’s report about the communal front door, this was raised in February/March 2020. the landlord’s delay in logging the complaint. the way the landlord handled the second complaint about the communal …

The complaint is about the landlord’s: response to the resident’s reports that her property was not suitable for her needs when initially allocated to her; response to the resident’s request to be rehoused through the local authority’s choice based letting …

The Complaint is about the landlord’s response to resident’s reports about: The administration of the service charge at the property. The issuing of arrears letters and invoices by the landlord. The landlord’s complaint handling. The cost and level of service …