Housing Ombudsman Decisions

The complaint is about: the landlord’s response to the resident’s reports of repairs to the bathroom. an injury which the resident sustained when using the bathroom. The Ombudsman has also assessed the landlord’s complaint handling.

The complaint is about: The repairs service provided by the landlord. The landlord’s actions in response to Occupational Therapist adaptations to the property. The landlord’s response to the resident’s request for a decant. The landlord’s complaint handling.

The complaint is about: the level of service charges compared with other properties on the development. the landlord’s response to the resident’s concerns and queries in relation to service charges and the service provided.

The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the resident’s concerns about staff conduct. Handling of the resident’s complaint.

The complaint is about: The landlord’s response to the resident’s concerns about increases to the service charges for the 2021/22 financial year. The landlord’s complaints handling.

The complaint is about the landlord’s: response to the resident’s reports that she was allocated the wrong property; handling of the associated complaint.

REPORT COMPLAINT 202107796 Clarion Housing Association Limited 10 February 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 arrears on the rent and service charge accounts. Complaint handling.

This complaint is about: The landlord charging the resident rent while repairs were outstanding. The landlord assigning the resident a starter tenancy instead of a secure tenancy. The landlord’s handling of repairs during the void stage prior to the commencement …

The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and her request for compensation. The associated complaint.

The complaint is about the landlord’s: Handling of the resident’s concerns about staff conduct; Response to the resident’s reports of antisocial behaviour (ASB) from her neighbour; This report also considers: The landlord’s handling of the resident’s request to install closed …

The complaint is about the landlord’s: Handling of fire safety works. Response to the resident’s concerns about the condition of communal areas of the building. Response to the resident’s concerns about reports of problems with the back door at the …

The complaint is regarding the landlord’s response to the resident’s concerns about a contractor’s misuse of communal parking facilities and damage caused. This Service has also made a separate finding regarding the landlord’s handling of the resident’s complaint.

The resident has complained about the landlord’s: Handling of noise nuisance from a flat on the floor above. Communication with the resident in relation to the issue. Handling of the associated formal complaint.

This complaint is about: The landlord’s handling of repair work to the communal front door. The landlord’s handling of repair work to the resident’s letterbox.

This complaint is about the landlord’s: Response to the resident’s reports of leaks, damp and mould; Response to the resident’s request for a replacement kitchen and bathroom; Response to various other repairs, including a defective gulley; Complaint handling; Record keeping.

The complaint is about: The landlord’s handling of repairs to the resident’s toilet. The landlord’s response to the resident’s reports of poor conduct from its staff and contractors. The landlord’s complaint handling.

The complaint is about the landlord’s: Offer of reimbursement (amount) to the resident for the service charge of the communal light and power. Response to the resident’s request that the landlord reimburse her for the communal electricity charges she had …

The complaint is about: The landlord’s response to the resident’s reports of her wet room being defective. The landlord’s handling of the associated complaint. The landlord’s response to the resident’s report of damp and mould.

The complaint is about the landlord’s: response to the resident’s reports about a communal wall; complaints handling.

The complaint is about the landlord’s: Response to the resident’s concerns that the property was unhabitable. Handling of repairs that the resident reported on the start date of his tenancy. Complaint handling. Record keeping.

The complaint is about the landlord’s: Response to the resident’s reports of flooding at his property and the associated damage. Complaint handling.

The complaint is about the landlord’s: handling of the kitchen replacement. handling of repairs to the toilet flush. response to the resident’s concerns about contaminated drinking water. communication, complaint handling and offer of compensation.

The complaint is about: How the landlord handled the resident’s management transfer, specifically the reciprocal transfer through the local authority. The handling of the associated complaint.

The complaint concerns how the landlord handled: The resident’s reports of fly tipping and rubbish being dumped at the rear of the building. The resident’s request to have CCTV installed. Repairs to the lock of the rear gate.

The complaint is about the landlord’s handling of: Toilet repairs and the bathroom adaptation. The resident’s reports of issues with the repair contractor’s conduct. The associated complaint. A reported data breach due to the resident’s personal information being shared with …

The complaint is about the landlord’s handling of: the resident's reports of repairs to the kitchen and windows in her property; the resident’s reports of antisocial behaviour (ASB), and; the resident’s formal complaint.

The complaint is about the landlord’s handling of: The resident’s request for service charge information. The resident’s reports that they had been overcharged. The resident’s concerns about whether the lease allows the landlord to charge an administration fee.

The complaint is about: The landlord’s handling of damage caused by a leak from the property above; The landlord’s handling of repairs needed to windows; and The landlord’s handling of the formal complaint.

The complaint is about: The landlord’s response to the resident’s reports of leaks into the property. The landlord’s response to the resident’s reports of a neighbouring property being sub-let.

The resident complains about: the landlord’s handling of the removal of her car; the landlord’s handling of her subsequent formal complaint, and; the landlord’s handling of her formal complaint about harassment and discrimination.

REPORT COMPLAINT 202200086 Thrive Homes Limited 16 December 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 rent account. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to reports of leaks from the property above. Complaint handling.

The complaint is about the landlord’s handling of: The resident’s report of heating issues in the property. The resident’s request to install a wood burning stove at the property. The associated complaint.

The complaint is about the landlord’s: decision to recharge the resident for the front door lock replacement. Record keeping in relation to repairs to the front door . handling of the associated complaint.

The complaint is regarding: The landlord’s standard of maintenance of the communal grounds and hedges. The landlord’s handling of reports about the conduct of its contractors. This Service has also considered the landlord’s handling of the resident’s complaint.

The complaint concerns the landlord’s handling of: A boiler repair. The associated formal complaint.

The complaint is about the landlord’s: Handling of the resident’s concerns about storage in the alleyway at the side of the property. Complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of: the condition of her property upon moving in following a mutual exchange. repairs needed at the new property. dissatisfaction with the handling of her complaint. a pest control …

The complaint is about the landlord’s response to the resident’s concerns about: Increases in service charges. Fly tipping in the communal bin store area. Installation of a timer for communal lighting. Complaints handling.

This complaint is about the landlord’s response to the resident’s concerns regarding the: reports of anti-social behaviour (ASB) from Neighbour A. landlord’s communication about the parking bay. the related complaint.

The complaint is about the landlord’s handling of the resident’s reports about: Water ingress. The state of the communal hallway flooring. Frequent lift breakdowns.

REPORT COMPLAINT 202205301 Bolton at Home Limited 8 March 2023 Our approach […]

This complaint is about the landlord’s handling of the resident’s: Request for the rent arrears to be waived. Request for a management move. The related complaint.

The complaint is about: The landlord’s response to the resident’s reports about the condition of the property at the start of the tenancy. The landlord’s response to the resident’s reports of repairs required at the property. The landlord’s implementation of …

The complaint is about: The landlord’s handling of reports about the resident’s overhanging shrubbery and the shared back-garden fence. The associated complaint handling including the level of communication.

The complaint is about the landlord’s handling of the resident’s : concerns about a tree relating to blocking light and leaf fall; request to have a driveway installed at the property, and; associated complaint.

The complaint is about the landlord’s: Handling of a gas safety check. Missed appointment for a broken water tank pipe. Response to the resident's concerns that the property was excluded from insulation works. Handling of the resident's request for compensation …

This complaint is about the landlord’s response to the resident’s concerns regarding: The property condition when it was let. Request for storage of their personal belongings. The related complaint.