Housing Ombudsman Decisions

The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and a tenancy breach by his neighbour. The resident’s reports of antisocial behaviour (ASB), the conduct of a staff member and disability discrimination. The installation of …

The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start of the tenancy. The landlord’s decision to charge the resident rent for the property. The landlord’s response to the resident’s …

The complaint is about the landlord’s response to: The resident’s concerns about the layout of the neighbouring property. The resident’s request for sound proofing. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about: The landlord’s decision to replace the warm air unit (WAU) in the resident’s property; The landlord’s handling of the installation of a new central heating system; The landlord’s handling of asbestos found in the property; Injury …

The complaint is about: The landlord’s response to the resident’s request for reimbursement of her expenses when experiencing a backflow of waste in June 2020. The landlord’s handling of external repairs to a hole outside the property. The landlord’s handling …

The complaint concerns: How the landlord handled the resident’s reports of draughts in the property. The associated formal complaint into this matter.

The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour and the offer of a property advertised in error. The associated complaint.

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 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 that its operatives were not wearing personal protective equipment (PPE) when completing an inspection. Reports about the conduct of its operatives. Concerns about fibreglass in the property and the …

The complaint is about the landlord’s handling of: Repairs to the resident’s property following a leak/flood. The resident’s claim for compensation for damaged belongings. The resident’s complaint.

The complaint is about: The landlord's response to the resident’s reports of water ingress and the repairs it carried out to remedy this. The landlord's handling of internal repairs to the property required to rectify damage caused by the water …

The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB) directed against her. Response to the resident’s reports of damp and mould at the property. Response to the resident’s reports of a spider infestation at …

The complaint is about: the landlord’s administration of the service charge account and its response to the resident’s enquiries. the landlord’s response to the resident’s concerns about fire safety and the EWS1 form. the landlord’s response to the resident’s reports …

The complaint is about the landlord’s response to the resident’s: Rehousing request; Reports of repairs required at the property; Request to be decanted while the repairs were carried out.

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.

The complaint is about: the landlord’s handling of a request to level and floor part of their property; and the associated complaint handling.

The complaint is regarding: the landlord’s handling of the resident’s request for a walk-in shower to be installed in the property’s bathroom. The installation of the walk-in shower.

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

The complaint is about: The landlord's handling of the resident’s reports of vibrations and cracking noises in the property. The landlord's handling of the complaint.

The landlord’s handling of reports of: A pest infestation at the neighbour’s property. Antisocial behaviour from the neighbour. The related complaint.

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 concerns: How the landlord handled repairs to the heating system when the resident moved into the property. The landlord’s decision to decline the resident’s requests to repair a fence and remove a tree stump from the property’s gardens. …

The complaint is about the landlord’s response to the resident’s reports of a electrical failure in the property on 19 December 2021, a rat infestation, repairs including to his fence, gate, drains and gutters, and the landlord’s response to the …

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 repairs to the property. The landlord's response to pest control issues. Complaint handling.

The complaint is about the landlord’s response to the resident’s reports about tiling repairs to the kitchen at the property. The landlord’s complaints handling has also been investigated.

The complaint is about: The landlord’s response to issues with heating the property. The landlord’s complaint handling and communication.

The complaint is about the landlord’s response to the resident’s: Reports of a leak into the property. Request for reimbursement for damage to his personal items due to the leak. The Ombudsman has also considered the landlord’s complaint handling as …

The complaint is about the landlord’s response to: The resident’s request for a replacement radiator. The resident’s reports of works required to the garden of the property. The resident’s request for works to the fencing.

The complaint is about: The landlord’s response to the resident’s reports about repairs/snagging issues at the property. The landlord’s complaint handling.

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 complaint is about the landlord’s: Response to the resident’s reports that her garden was overgrown and request for a replacement fence. Handling of the resident’s Deposit Builder Scheme application. Handling of works within the property – specifically the removal …

The complaint is about: the landlord’s response to reports of noise transference from a neighbouring property. the landlord’s complaint handling and the level of compensation offered. an asbestos repair in the communal area.

This complaint is about the landlord’s handling of the resident’s reports of repairs at the property. The associated complaint.

The complaint is about the landlord’s response to address the resident’s reports of: Interference with the water supply into the property. Anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.

The complaint is about the landlord’s handling of the resident’s: Reports of poor communication. Request to move property. Reports of poor staff conduct and alleged discrimination.

The complaint is about the landlord’s: Handling of recharges for the property. Its response to the resident’s request for copies of documents relating to the property.

The complaint is about the landlord’s handling of the resident’s: reports of multiple repairs to her property; associated complaint.

The complaint is about: The landlord's response to the resident’s representations about changes of ownership/changes in its company structure prior to purchase. The landlord's handling of the resident’s reports of defects to his property. The landlord’s handling of the resident’s …

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 multiple disrepair issues at his property; the amount of compensation offered by the landlord for the loss of cooking facilities; complaints handling.

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: Response to the resident’s concerns about the materials to be used to carry out remedial works. Response to the resident’s request that it buy back his 30% share in the property.

The complaint is about: The landlord’s handling of leaks at the resident’s property. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s response to the resident’s request that it: Renew her kitchen. Install an additional toilet at the property. Complete plasterwork on the ceiling above her stairs.

The complaint is about: The condition of the resident’s property when she moved in. The resident’s request for compensation from the landlord for her son’s damaged bike and garden turf.

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