Housing Ombudsman Decisions

The complaint is about the landlord’s: response to the resident’s reports of a leak in her bathroom; response to the resident’s request that it refund the cost of her emergency builder; communication following the resident's request for the release of …

The complaint is about the length of time taken by the landlord to complete restorative repairs at the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s response in respect of: The resident’s reports about delays in completing repairs in the property (including the kitchen floor repairs). The resident’s request to be moved to a suitable property in a suitable location …

The complaint is about the landlord’s response to the resident’s reports of: A leak from a neighbouring property and compensation for damaged goods and decorations. Anti-social behaviour (ASB) including noise and nuisance. Fly tipping at the property. The landlord’s complaint’s …

The complaint refers to: The landlord’s response to the resident’s reports of a leak at the property. The landlord’s handling of the associated complaint.

The complaint is about: The landlord’s response to the resident’s concerns about defects in her property. The landlord’s complaint handling.

The complaint is about the landlord’s: Response to the resident’s concerns about the removal of the communal fire alarm at the property. Response to the resident’s reports of repairs required at the property following the installation of the communal fire …

The complaint is about the landlord’s response to: Repairs within the resident’s property and within her block prior to July 2017. Concerns raised about renovation works to the resident’s block of flats between 2003 and 2005. The resident’s concerns that …

This complaint is about how the landlord handled: The resident’s report of fly-tipping outside her property following a mutual exchange. A report that the resident had disposed of rubbish in bins allocated to other properties. This complaint is also about …

The complaint is regarding: The tone of the landlord’s communication. How the landlord sought to arrange an electrical test at the resident’s property. The landlord allegedly victimising the resident.

The complaint refers to: The landlord’s handling of the resident’s reports of a lack of hot water in his property and the compensation offered. The resident’s concern regarding the landlord’s comments about his behaviour and issues accessing the property to …

The complaint is about: The landlord’s handling of toilet repairs at the property. The landlord’s communication regarding rent payments. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about: The landlord’s response to the resident’s concerns about a repairs visit to his property on 24 November 2020. Delays in the landlord’s complaint responses.

The complaint is about the landlord’s response to the resident’s reports of damage to her property caused by a defective external wastepipe. The report will also address the landlord’s handling of the associated complaint.

The complaint is about the landlord’s response to the resident’s: report of a water leak into her property. associated complaint.

The complaint is about the landlord’s response to the resident’s reports of: The quality of cleaning to the windows at the property. The contractor's conduct and use of PPE. The landlord’s complaint handling.

The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the amount of compensation subsequently offered; complaints handling.

The complaint is about: The landlord’s handling of the resident’s reports of a range of different repairs, including leaks, damp and mould. The landlord’s complaint handling. The impact the condition of the resident’s property had on her family’s health.

The complaint is about the landlord’s: Response to the resident’s reports of damage to the property’s front door. Delay in setting up the resident’s rent and service charge account. Complaint handling.

The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB) from her neighbour; response to the resident’s reports of overgrown bushes at her property; response to the resident’s request for the windows at her property …

This complaint is about the landlord’s handling of: the resident’s request for adaptations to the property; the resident’s request for a property transfer; the related complaint.

The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbour. The landlord’s response to the resident’s concern that he had not been advised of the ASB of his neighbour …

The complaint is about the landlord’s: Response to the resident’s concerns regarding the sale of property due to the Government’s guidance on fire safety and cladding. Response to the resident’s request for compensation to cover his estate agent fees. Complaint …

The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour from the flat below. The landlord’s response to the resident’s request for a refund of rent for the time that he was living away from his …

The complaint is about the landlord’s response to the resident’s reports of: The temperature at the property and the need for replacement heaters. Its complaints handling.

The complaint is about the landlord’s handling of: The resident’s request for her laminate and vinyl flooring to be replaced. The resident’s report of no heating and hot water following a leak in her property. The reports of damp and …

The complaint is about: The sale of the resident’s property and the landlord’s decision not to provide the resident with an outside tap. The landlord’s handling of the resident's complaint and its adherence to the standards set out in its …

The complaint is about the: The level of redress awarded by the landlord in respect of its acknowledged failings in responding to the resident’s reports of repairs required to the roof at the property. The landlord’s complaints handling.

The complaint is about the landlord’s: Assessment of the resident’s priority for rehousing. Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s reports about a leak, damp and mould at the property.

The complaint is about: The landlord’s handling of the resident’s reports of water leak in her property. The landlord’s complaint handling.

The complaint concerns: The landlord’s response to reports of a chip in the bath. The landlord’s assertion that the resident is not permitted access to communal areas. The landlord’s failure to tell the resident of the sinking fund she would …

The complaint is about the landlord’s: Response to the resident’s concerns regarding cigarette smoke penetrating his property from the property below. Response to the resident’s concerns regarding the upkeep of the garden by the tenants from the property below. The …

The resident has complained about the landlord’s handling of repairs, in particular: Repairs to her front door. Repairs to an insecure electrical socket. Repairs to the door of a kitchen unit and a kitchen drawer. The resident has complained about …

This complaint is about the landlord’s handling of: the resident’s reports of repairs needed at the property; the resident’s reports of mould growth to windows and kitchen pipework; the resident’s reports of rats entering his garden from a neighbour’s garden; …

This complaint is about the landlord’s handling of: the resident’s reports of mould growth and a pest infestation in her property; the related complaint.

The complaint is about: The landlord’s handling of the resident’s Right-to-Buy application for his property. The landlord’s handling of the associated complaint.

The complaint is about: The landlord’s response to the resident’s request for re-plastering walls in the property. The landlord’s handling of the resident’s complaint.

The complaint concerns how the landlord dealt with: The resident’s reports of a water leak into her bathroom. Reports of disturbed asbestos in the roof tiles and pipework serving her property. The formal complaint into these matters.

The complaint is about the landlord’s response to the resident’s reports of: Anti-social behaviour (ASB) at the property. Staff conduct. The landlord’s complaint handling and communication.

The complaint is about the landlord’s response to the resident’s reports of: An operative attending the resident’s property without authorisation. The operative’s conduct.

The complaint is about: The landlord's response to a report of flooding in the property following a burst bathroom pipe and the amount of compensation offered. The landlord’s complaints handling. A representative has been acting on the resident’s behalf when …

This complaint is about the landlord’s handling of: the resident’s reports of damp in the property; concerns raised by the resident about asbestos in the property; property insulation works; the related complaint.

The complaint is about the landlord’s: response to the resident’s reports of a leak at his property; complaints handling.

The complaint is about: The condition of the property when the resident moved in there. The landlord’s handling of the subsequent repairs to the resident’s property. The landlord’s associated complaint handling.

The complaint refers to the landlord’s handling of the resident’s: concerns regarding the smoke detector system in his property. concerns about the extractor fan in his kitchen. associated complaint.

The complaint refers to the landlord’s handling of: communal cleaning at the resident’s property. the resident’s Subject Access Requests. The resident’s concerns about the landlord’s decision to issue a single point of contact arrangement. the associated complaint.

The complaint is about the landlord’s: Handling of the residents’ reports of a leak at the property. Complaint handling.

The complaint is about the landlord’s: Response to the resident’s request for an EWS1 form and works start dates. Response to the resident’s request to reimburse the fees she incurred in relation to the sale of her property. Complaint handling.

The complaint is about: The landlord’s handling of the emergency assistance pull-cord service in the resident’s property. The landlord’s handling of repairs to the resident’s hot water system at the property.

The complaint refers to: The landlord’s handling of adaptations needed within the resident’s property. The resident’s concerns about the recommendations made by Occupational Therapy. The landlord’s handling of the associated complaint and record keeping.