Housing Ombudsman Decisions

This complaint is about the landlord’s handling of: the resident’s attempt to sell his property; the resident’s fire safety concerns; its buy back of the resident’s property; the related complaint.

This complaint is about the landlord’s response to the resident’s concerns: regarding the registration of the building as a safe house regarding her reports of anti-social behaviour regarding her request for a property transfer the related complaint

The complaint is about the landlord’s: response to the resident’s queries regarding the level of his rent; request that the resident remove a fence at his property; complaints handling.

The resident’s complaint is about: The landlord’s pursuit of service charges to be paid in accordance with the lease; The landlord’s handling of capital works to the property, including the appointment and management of the contractor; and The landlord’s handling …

The complaint concerns: the conduct of the landlord’s staff in relation to the resident’s request to move to another property. The associated formal complaint into this matter

The complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. Repairs to a leak in the resident’s property.

The complaint is about: The landlord’s handling of the resident’s reports of uneven flooring at the property. The landlord’s handling of adaptations to the resident’s front door. The landlord’s handling of repairs to a blocked drain in the wet room …

The complaint is about the landlord’s response to the resident’s reports about: Painting works to the exterior of the property. A roof leak. Garden works. The height of his kitchen unit.

The complaint is about: The landlord’s handling of issues with the drainage system at the resident’s property. The landlord’s complaints handling.

This complaint is about the landlord’s: Response to a rat infestation at the property; Response to the resident’s related request to cover the property’s garden with flagstones; complaint handling.

The complaint is about: The landlord’s handling of the resident’s report of pest infestation in her property. The landlord’s handling of proofing works to her property. The landlord’s complaint handling.

The complaint concerns: The landlord’s handling of a leak into the property from upstairs. The landlord’s handling of the related complaint.

The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the resident’s reports of inadequate heating and insulation at the property. The landlord’s handling of the resident’s report of damp at the property. …

The resident has complained about: The landlord’s handling of repairs to her property, in particular repairs to the intercom / buzzer, a leak through the skylight window, a faulty shower, and the heating system. The landlord’s Covid-19 ‘No Visitor’ policy …

The complaint is about the landlord’s handling of the resident’s reports of flooding in the property.

The complaint is about the landlord’s response to: A rat infestation at the resident’s property and her request for compensation. The replacement of loft insulation affected by rat droppings and urine. The replacement of a drain due to age. Repairs …

The complaint is about: The landlord’s handling of the resident’s reports of defects within the property. The landlord’s handling of the associated complaint.

The complaint is about - The landlord's response to the res ident’s report of a leak . The landlord's response to the resident’s reports of damp and mould in her property. The landlord's response to the resident’s request for dehumidifiers. …

This complaint is about: The landlord’s response to the resident’s concerns about the condition of the garden; The landlord’s response to resident’s reports of a leaking bath; The landlord’s response to resident’s reports of various repairs to the building’s communal …

The complaint is about: The landlord’s response to a leak into the communal toilet that was believed to have come from the resident’s property. The landlord’s complaint handling.

The complaint is about: The landlord’s handling of the resident’s request to remain in his grandmother’s property following the termination of the tenancy. The landlord’s handling of the resident’s enquiry about purchasing the property via the Right to Buy (RTB) …

The complaint is about the landlord’s handling of: A neighbour dispute. Works at the property following an occupational therapy recommendation. Management of the scheme since it changed from sheltered accommodation to general needs accommodation. The Ombudsman has also assessed the …

The complaint is about: The landlord’s handling of repairs to the resident’s property following a leak from the property above. The landlord’s complaints handling.

The complaint is about the landlord’s: Response to concerns raised about the condition of the property at mutual exchange. Handling of repairs raised by the resident on moving into the property, her request for a decant and the level of …

The complaint is about the landlord’s: Handling of flooring repairs to the property. Response to the resident’s request for a new kitchen and bathroom. Complaint handling.

The complaint is about the landlord’s response to the resident’s concerns regarding: repainting her bin cupboard storage door; its programme of planned works, including repainting her property; its call handler’s behaviour.

This complaint is about: The residents’ historic concerns about various issues including: The landlord’s handling of anti-social behaviour (ASB) and criminal damage to the property. The landlord’s handling of subsequent repairs to the property’s windows. The landlord’s notice of tenancy …

The complaint is about: The landlord’s decision not to install double glazed windows at the property. The associated complaints handing.

The complaint is about: The landlord’s response to the resident’s reports that bamboo was encroaching their garden from a neighbouring property. The related handling of the complaint.

The complaint is about: The landlord’s response to a roof leak at the resident’s property, including its handling of the repairs and request for compensation. The landlord’s response to the resident’s request for reimbursement for a private plumbing bill from …

The complaint is about the landlord’s: Installation of gas central heating at the resident’s property. Complaint handling.

The complaint is about the landlord’s: Response to the resident’s reports of a leak into her property and the subsequent repairs. Response to the resident's request for compensation for items damaged and the resident’s request to be relocated. Handling of …

This complaint is about: The residents’ allegation their share in the property was mis-sold; The landlord’s response to the residents’ reports that build quality issues caused ongoing damp and mould at the property; The landlord’s complaint handling.

The complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs remaining after its contractor’s works at her property. The landlord’s complaint handling.

The complaint is about: The landlord’s handling of repairs to the resident’s former property, including a decant. The landlord’s handling of repairs to the property the resident was transferred to. The landlord’s handling of repairs to the property the resident …

The resident’s complaint is about the landlord’s handling of issues of water ingress to the property. The landlord’s complaint handling has also been considered.

This complaint is about the landlord’s handling of: the resident’s request for her internal doors to be adapted; the resident’s report of an unsafe driveway; the resident’s reports of internal repairs needed to the property; the related complaint.

The complaint is about how the landlord handled: Repairs to the valve in the living room radiator. Repositioning the isolation valve for the resident’s heating system. The resident’s concerns relating to cracks in the property’s ceilings. The resident’s concerns relating …

The complaint is about the landlord’s response to the resident’s: Reports of repairs to the communal parts of the block. Reports of repairs to the property. Reports of antisocial behaviour (ASB). Request for an allocated parking space.

The complaint is about the amount the landlord’s response to the resident’s reports of a leak entering his property, and the subsequent amount of compensation offered. The Ombudsman has also considered the landlord’s complaints handling.

The complaint is about: The landlord’s response to the resident’s reports of a leak in the storage cupboard at her property and the handling of the repairs. The landlord’s complaint handling.

The leaseholder complains about the landlord’s handling of their reports of the following defects at the property: Front door seal. Gas meter box. Insulation/sound proofing. Internal doors and doorframes. The leaseholder complains about the landlord's overall handling of the formal …

The complaint is about: The landlord’s response to the resident’s concerns over smells and fumes entering her property. The landlord’s response to the resident’s concerns over security related to a key safe at the property. The landlord’s response to the …

The complaint is about the landlord’s delay in providing the resident with a move-in date to the property and its communication around this. The complaint is also about the associated handling of the complaint.

This complaint is about the landlord’s handling of: the residents’ reports of an electrical fault in the property; the residents’ reports of mould growth in the bathroom; its decision to place the residents on a register for potentially aggressive customers; …

The complaint concerns how the landlord handled: Repairs to the property’s wetroom. The resident’s reports of damage to fencing. The resident’s request to transfer to another property.

The complaint is about: The landlord’s handling of repairs to a vent and the heating system at the resident’s property. The landlord’s complaints handling and its decision to apply compensation awarded during the complaints process to the resident’s rent arrears.

The complaint is about: The landlord’s decision not to replace the door at the property. The landlord’s communication and complaint handling.

This complaint is about: The landlord’s handling of persistent damp and mould issues at the property; The landlord’s handling of various other repairs to the property; The landlord’s complaint handling.

The complaint is about the landlord’s: Response to the resident’s request that it buy back the property. Decision to share the resident’s private medical information with the buyback panel. Communication concerning the fire safety issues in relation to the resident’s …