Housing Ombudsman Decisions

This complaint is about the landlord’s handling of: the resident’s request for an EWS1 form; the related 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. …

REPORT COMPLAINT 202100167 Wandle Housing Association Limited 23 June 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 […]

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: the resident’s reports of ASB from February 2020 to April 2021. the resident’s reports of antisocial behaviour (ASB) between October 2017 and February 2020. the resident’s wish to be compensated for a …

The complaint is about: The landlord’s response to the resident’s reports of repairs to the heating system from January 2021. The landlord’s response to the resident’s reports of repairs to the heating system from 2017. The landlord’s complaint handling.

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 reports about: Communal lighting. An intercom system.

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 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 the resident’s concerns about the relocation of the gas meter. The landlord’s response to the resident’s reports about the conduct of a member of the landlord’s staff. The landlord’s complaint handling.

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.

This complaint is about the properties offered by the landlord via its management transfer process. The related complaint handling.

The complaint is about the landlord’s: Handling of the resident’s gas safety concerns. Complaint handling.

The complaint is about the landlord’s: Handling of the resident’s concerns about other residents smoking outside the communal entrance. Handling of the resident’s concerns about communal parking. Complaint handling.

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: The landlord’s handling of repairs to the resident’s shower following a leak. The landlord’s handling of the associated complaint.

This complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by his neighbours. Repairs to the TV aerial and paving slabs. The related handling of the complaint.

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 …

This complaint is about the landlord’s handling of the resident’s report of noise disturbance the resident’s request for sound proofing the related complaint.

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.

The complaint is about the landlord’s handling of: Guttering repairs for the resident’s building. Communal grounds maintenance. Restrictions placed on the resident’s contact with the landlord. The resident’s concerns about the level of the service charge.

The complaint concerns the landlord’s handling of: Damage caused by leaks from the upstairs flat and a decant. Reports of damage caused by operatives to flooring whilst relocating an electrical socket. Reports of staff not wearing face masks. The related …

The resident’s complaint is about the landlord’s handling of repairs following issues of water ingress and problems with the front door. The landlord’s complaint handling has also been considered.

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: Bathroom repair works. The resident’s request for compensation for the bathroom improvements. The associated complaint.

REPORT COMPLAINT 202119068 The Guinness Partnership Limited 11 May 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 handling of:

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.

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

The complaint is about: The landlord’s administration of the resident’s service charge, including its decision to change the service charge invoicing date. The standard of services provided in respect of which a service charge is levied. An increase in the …

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: Support given by the landlord to the resident following her giving notice to quit the tenancy and the landlord’s application of its breach of tenancy policy. Level of redress offered by the landlord in relation …

This complaint is about: The landlord’s response to the resident’s concerns around the property’s omission from a historic kitchen replacement programme and its communication in relation to access issues; The landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s reports about: The front gate. The heating system.

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 resident has complained about: the landlord's handling of repairs to the heating and hot water. the compensation awarded specifically for a lack of heating and hot water for the period 5 August 2021 to 16 September 2021.

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

This complaint is about: The process which led to the creation of the communal garden in 2015; The landlord’s response to the resident’s reports of anti-social behaviour (ASB) linked to the communal garden; The landlord’s complaint handling.

The complaint is about: The allocation of a neighbouring flat in 2017. The landlord’s handling of the resident’s reports of anti-social behaviour from his neighbour. The related complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports of a sewage backflow and drainage issues at the property. The associated complaint.

REPORT COMPLAINT 202106100 Southern Housing Group Limited 22 April 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 regarding: The landlord’s handling of the resident’s anti-social behaviour reports (ASB). The landlord’s handling of the resident’s complaint.

The complaint is about: the resident’s possessions going missing following the attendance of the landlord’s furniture removalists; the landlord’s response to the resident’s reports regarding a leak into her property; the landlord’s complaint handling.

The complaint is about: The level of compensation offered by the landlord for its handling of the resident’s reports of noise from a neighbour’s water system. The landlord’s handling of the associated complaint.

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 …