Housing Ombudsman Decisions

The complaint is about the landlord’s decision not to convert the loft, to provide an additional bedroom and bathroom for the resident’s son. The Ombudsman has also considered the landlord’s handing of the subsequent complaint.

The complaint is about the landlord’s handling of: A leak into the resident’s property from the flat above. The associated complaint.

REPORT COMPLAINT 202127436 Sovereign Housing Association Limited 21 July 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 […]

The complaint is about the landlord’s handling of: The mutual exchange and associated issues regarding the condition of the property (garden, flooring in the hallway) following the exchange. Its communication regarding the resident’s rent increase. The complaint handling.

The complaint is about the landlord’s: handling of the resident’s reports of leaks from the property above, and; complaint handling.

The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB); reports of her difficulties in making contact with it; request to move property and the associated record keeping; associated complaint.

The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in her property. The landlord’s handling of the resident’s report of a defect in her bathroom. The landlord’s handling of the resident’s formal complaint.

The complaint is about: The landlord’s response to the resident’s concerns about its management of the sinking fund and repairs at the property. The landlord’s complaint handling.

The complaint relates to the landlord’s handling of birds nesting and defecating on the resident’s balcony. This Service has also considered the associated complaint handling and offer of compensation.

The complaint is about the landlord’s: Response to the Covid pandemic. Presence of staff onsite during the pandemic. Handling of the resident’s transfer application. Handling of the video taken of the resident. Handling of the complaint.

The complaint is about the landlord’s handling of: A mutual exchange. Repairs to the property and a pest infestation. The resident’s request for a management transfer to another property. The resident’s reports of anti-social behaviour. The resident’s complaint.

The complaint is about the landlord’s response to the resident’s: Report of damp and mould in the property on becoming the tenant. Concerns regarding an electrical inspection. Request for a copy of the tenancy agreement for the property. The Ombudsman …

REPORT COMPLAINT 202106834 Clarion Housing Association Limited 29 June 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 complaint is about the landlord’s handling of: The resident’s concerns about the fire remediation works, including how long the works took to complete. The resident’s request for an EWS1 form. The resident’s concerns about the level of service charges. …

The complaint is about: The landlord’s handling of repairs to a fence. The landlord’s response to the resident’s concerns about staff. The landlord’s complaint handling.

The complaint is about the landlord’s response to: Reports of damp and mould. Vibrations the resident reported. Handling of the complaint.

The complaint is about the freeholder’s handling of: repairs to the patio doors. reported heating issues in the property.

REPORT COMPLAINT 202121759 Guinness Housing Association Limited 28 June 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 […]

The complaint is about the landlord’s handling of: Repairs, in particular: Replacement windows. A blocked toilet. A boiler repair. A fire alarm repair. A communal door repair. The resident’s request for replacement flooring after a leak. A boundary fence repair. …

The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s reports of repairs required to the roof and bathroom.

The resident’s complaint was about: The landlord’s response to the resident’s request for a “EWS1” and her concerns about fire safety. The landlord’s level of communication. The landlord’s response to the resident’s request to buy back the property. The Ombudsman …

The complaint is about the landlord’s handling of: Noise from a water pump. The associated complaint.

The complaint is about the landlord’s response to the resident's reports of: Damp and mould in the property. A rodent infestation in the communal areas. Repeated boiler repairs. This report will also look at the landlord’s complaint handling.

REPORT COMPLAINT 202122162 West Kent Housing Association 23 June 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 […]

This complaint is about the landlord's handling of: the resident's queries about communal electricity charges, and; the associated complaint.

This complaint is about: The landlord’s handling of the resident’s reports of a leak from the water tank; The landlord’s handling of the resident’s reports of contamination in the water tank; The landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s response to: The resident’s report of damp and mould. The resident's request for compensation for her personal belongings that were affected by the damp and mould.

The complaint is about: The landlord’s decision to close its community housing scheme. The landlord’s response to the applicant’s complaint about its decision.

The complaint is about the landlord’s: Handling of repairs to the resident’s balcony door. Complaint handling.

The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB) by her neighbour. The landlord’s complaints handling has also been investigated.

The complaint is about: The landlord’s handling of the resident’s reports of noise transference from the property above. The landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB); request to be rehoused; associated complaint.

The complaint is about: The landlord's response to a property leak and subsequent remedial repairs. The landlord's handling of the associated complaint.

The complaint is about the landlord’s handling of: The resident's reports of a pest infestation in her property. Reports of ASB by the resident. The associated complaint.

The complaint is about the landlord’s: response to the resident’s reports of damp and mould in her property. response to the presence of asbestos in the property. response to the resident’s request to be moved to another property. Complaint handling.

This is about the landlords handling of: Antisocial behaviour reports and an associated transfer offer. The associated complaint.

REPORT COMPLAINT 202116990 Sovereign Housing Association Limited 26 May 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 […]

The complaint is regarding: The landlord’s response to repairs required to the property following a water leak. The landlord’s handling of the associated formal complaint.

The complaint is about the landlord’s management and handing of: The resident’s request to repair four windows in the resident’s property. The resident’s complaints and the level of compensation it offered for heating costs due to the delay in completing …

The complaint is about the landlord’s response to the resident’s reports about: A downpipe. The communal doors to the bin store. A car park light. The landlord’s complaints handling has also been investigated.

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

The complaint is about the landlord’s: response to the resident’s request to remove the gravel from the front of the property; response to the resident’s request to remove a vent from her living room; repairs to the toilet flush; response …

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property’s basement. The repairs to plasterwork in a bedroom. The associated complaints.

The resident's complaint is about the landlord's handling of his reports of Anti Social Behaviour by neighbours. The landlord’s complaints handling has also been considered.

This complaint is about: The landlord’s response to a request for a breakdown of the service charge account. The associated complaint handling.

This complaint is about the landlord’s: Handling of repair work to the resident’s heating system; and Communication and handling of the complaint.

The complaint is about: The landlord’s handling of a leak affecting the property. The landlord’s handling of works to make good damage caused by the leak. The landlord’s handling of the complaint.

The complaint is about the landlord’s response to the resident’s reports about disrepair issues with: the windows in his property; the communal area. The Ombudsman has also investigated the landlord’s complaints handling.

The complaint is about: the landlord’s handling of the repair of a storage heater. the associated complaint handling and offer of compensation.

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