Housing Ombudsman Decisions

The complaint is about the landlord’s handling of: Work to the resident’s heating system. The resident’s concerns about staff conduct.

The complaint is about the landlord’s handling of:

The complaint is about: The landlord’s handling of repairs following a leak. The landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Reports of a rat infestation. Repairs including damp and mould. Requests for a rent refund and to be rehoused.

The complaint is about the landlord’s handling of the resident’s: reports of noise nuisance and anti-social behaviour (‘ASB.’) request for reasonable adjustments in communication. complaint through its internal complaints process. subject access requests. concerns about staff conduct. counter allegations against …

The complaint is about the landlord’s: Response to reports of repairs required to the: Conservatory. Shed. Complaint handling.

The resident has complained about the landlord’s: handling of the resident’s request to remove the tree in their garden. response regarding the resident’s reports of its contractor’s conduct. complaint handling. The resident has also complained about discrimination by the landlord’s …

This complaint is about the landlord’s handling of: reports made by the resident prior to 2018 of cracks to her bedroom and living room walls and ceilings; the resident’s more recent reports of cracks to her bedroom and living room …

The complaint is about the landlord’s handling of the resident’s anti-social behaviour (“ASB”) reports. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s report of damp and mould in the property and the repair to the front door. The complaint is about the level of compensation for the resident’s damaged belongings. The complaint …

The complaint is about: The landlord’s handling of the boiler repair following an annual gas service. The landlord’s response to the resident’s request for reimbursement for his privately hired contractor. The landlord’s response to allegations about the gas engineer contractor …

The leaseholder complains about: The liability to pay for services delivered by the landlord which the leaseholder does not consider reasonable, the level of service charges, and alleged ongoing and extensive errors in service charge accounts. The classification of the …

The complaint is about: The landlord’s handling of an ant infestation at the resident’s property. The landlord’s complaints handling.

The complaint is about: The landlord's handling of the resident's concerns regarding nuisance from her neighbour's cats. The landlord’s complaint handling.

This complaint is about the landlord’s handling of: the resident’s reports of water ingress and damp in her bedroom and living room; the related complaint.

The complaint is about:

This complaint is about the landlord’s handling of the resident’s: Concerns about the landlord’s estate management including: Maintenance of the communal garden. Repairs to uneven slabs on the path around the flats. Rubbish being dumped in the communal bin store. …

The complaint is regarding: The landlord’s handling of the resident’s management transfer request. The landlord’s handling of the resident’s complaint and the level of compensation offered. The Ombudsman has also considered the landlord’s record keeping in this case.

The complaint is about the landlord’s handling of: Its staff’s communication about the resident. The resident’s personal data.

The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request to transfer properties. Associated complaint.

The complaint is about the landlord’s handling of: The resident’s request for it to alter her kitchen units. The associated complaint.

The complaint is about: The landlord’s response to the resident’s queries about the administration of her service charge account. The level and reasonableness of the service charge.

REPORT COMPLAINT 202015737 Sanctuary Housing Association 21 February 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 […]

The complaint is about the landlord’s handling of the resident’s reports of: antisocial behaviour. alleged discriminatory staff conduct. The Ombudsman has also considered the landlord’s complaint handling.

REPORT COMPLAINT 202013537 Bromford Housing Association Limited 28 February 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 […]

The complaint is about the landlord’s response to the resident’s reports about: Cladding and fire safety works. Damp and mould and damage to a balcony door. Replacement of damaged items. Pest infestation.

The complaint concerns the landlord’s handling of: The resident’s reports of a pest infestation in his property. The associated formal complaint.

The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB): between 2010 and February 2019. from February 2019 to September 2019. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about the landlord’s handling of window repairs at the property. The Ombudsman has also investigated the landlord’s record keeping.

The complaint is about the landlord’s response to the resident’s concerns about staff conduct. The Ombudsman has also investigated the landlord’s response to the incident that occurred outside the resident’s property.

The complaint is about the landlords: Handling of the resident’s request to purchase her property. Complaint handling.

The complaint is about: The landlord’s handling of the resident’s reports of a leak into his property, and his request for compensation for damaged belongings. The landlord’s handling of the associated complaint.

The complaint is about: The level of the resident’s service charge. The landlord’s handling of external repair and decoration work.

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

The complaint is about: The landlord’s handling of roof repairs to address water leaks; and The damage the leaks caused to the resident’s belongings.

The complaint is regarding: The landlord’s handling of the resident’s Move on Support Package (MoSP) application. The landlord’s response to the resident’s concerns regarding staff conduct and the allocation of a keyworker. The landlord’s handling of the resident’s complaint. The …

The complaint is about: The landlord’s response to the activation of the resident’s carbon monoxide alarm. The landlord’s handlining of the resident’s complaint

The complaint is about: The landlord’s handling of the resident’s repairs between 2012 – 2015. The landlord’s handling of the neighbour dispute concerning ownership of the fence and the location of the boundary. The landlord’s handling of alleged Anti-Social Behaviour …

REPORT COMPLAINT 202112724 Sanctuary Housing Association 26 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 […]

The complaint is about the landlord’s: Response to leaks and damp as well as a silverfish infestation in the property. Handling of the resident’s request to be rehoused.

The complaint is about the landlord’s Response to the resident’s request for compensation for damaged possessions following a leak at the property. Response to the resident’s reports of her neighbour leaving items in the communal hallway of the building. Administration …

The complaint is about: The landlord’s response to the resident’s request for repairs to be carried out to the gas supply pipe serving her property. The landlord’s handling of the associated complaint.

The complaint is about the landlord's handling of the resident's: reports of a mice infestation in her property communication with the resident and her representative; and reports of various repairs in the property, including repairs and mould in the bathroom …

The complaint is about: The landlord’s handling of repairs in the resident’s property. The landlord’s handling of the associated complaint.

This complaint is about the landlord’s decision to apply for an Alternative Payment Agreement (APA) and its response to the resident’s offer of a payment plan to clear her arrears.

The complaint is about: The landlord’s offer of compensation in respect of the handling of the initial Right to Acquire (RTA) application and subsequent complaint handling. The resident having to submit a new RTA application form once the decision was …

The complaint is about the landlords handling of: Repairs to the residents guttering, garden and communal entrance of the property and the resident’s reports of damp and mould. The associated complaint. The resident’s concerns about the conduct of a contractor …

The complaint is about: The landlord’s handling of the resident’s reports of no heating or hot water in February 2021. The landlord’s handling of the resident’s reports that his radiators were not working in April 2021. The impact the period …

The complaint is about: T he landlord‘s response to the resident’s reports of anti-social behaviour (ASB). The landlord’s response to the resident’s request for compensation in relation to a leak in his bathroom in January 2018.

The complaint is regarding: The landlord’s response to the resident’s reports of repairs needed in her property. The condition of the property at the start of the resident’s tenancy. The landlord’s response to the resident’s request to be compensated for …