Housing Ombudsman Decisions

This complaint is about the landlord’s handling of: communications with the resident when he attempted to sell his property; the resident’s request to purchase an additional share of his property; the resident’s request for compensation.

The complaint is about: The landlord’s handling of roof repairs to address water leaks; and The damage the leaks caused to the resident’s belongings.

The resident’s complaint is about the landlord’s response to her requests to undertake works to the garden of the property.

The complaint is about: The landlord’s response to the resident’s concerns about the dual allocation of a car parking space. the landlord’s response to the resident’s request for compensation for damage that was caused to his car. The landlord’s conclusion …

The complaint is about the landlord’s response to the resident’s reports about: Repairs at the property. Alleged damage to his vehicle. The landlord’s complaints handling has also been investigated.

The complaint is about the landlord’s response to the resident’s reports about: An offer to carpet the floor when she viewed the property. A rent refund. A reported data protection breach. The complaint handling.

The complaint is about the landlord’s handling of: The resident’s report of a faulty boiler. The resident’s request for compensation for home improvements on his previous property. The resident’s report of the cooker space being too small. The associated complaint …

The complaint is regarding: The landlord’s handling of the resident’s Move on Support Package (MoSP) application. The landlord’s response to the resident’s concerns regarding staff conduct and the allocation of a keyworker. The landlord’s handling of the resident’s complaint. The …

The complaint is about the landlord’s handling of: Repairs to the resident’s windows. The resident’s request for bathroom repairs or improvements (specifically, storage).

The complaint is about: The landlord’s handling of the resident’s repairs between 2012 – 2015. The landlord’s handling of the neighbour dispute concerning ownership of the fence and the location of the boundary. The landlord’s handling of alleged Anti-Social Behaviour …

The complaint is about the landlord’s: Response to leaks and damp as well as a silverfish infestation in the property. Handling of the resident’s request to be rehoused.

The complaint is about the landlord’s Response to the resident’s request for compensation for damaged possessions following a leak at the property. Response to the resident’s reports of her neighbour leaving items in the communal hallway of the building. Administration …

The complaint is about: The landlord’s response to the resident’s request for repairs to be carried out to the gas supply pipe serving her property. The landlord’s handling of the associated complaint.

The resident’s complaint is about: The landlord’s response to the resident’s reports in relation to his storage heating and immersion heater. The landlord’s complaint handling.

This complaint is about: a. the level of redress the landlord awarded in respect of its acknowledged delays and failures while handling the resident’s reports of an inadequate water supply at the property; b. the landlord’s response to the resident’s …

The complaint refers to the landlord’s handling of: The repair to the resident’s heating and hot water system and its offer of compensation. The associated complaint.

The complaint is about the landlord's handling of the resident's: reports of a mice infestation in her property communication with the resident and her representative; and reports of various repairs in the property, including repairs and mould in the bathroom …

The complaint is about: The landlord’s handling of repairs in the resident’s property. The landlord’s handling of the associated complaint.

This complaint is about the landlord’s Response to the resident’s concerns about the condition of the property when let to her. Complaint handling. Record keeping.

This complaint is about the landlord’s decision to apply for an Alternative Payment Agreement (APA) and its response to the resident’s offer of a payment plan to clear her arrears.

The complaint is about: The landlord’s offer of compensation in respect of the handling of the initial Right to Acquire (RTA) application and subsequent complaint handling. The resident having to submit a new RTA application form once the decision was …

The complaint is about: The landlord’s handling of the resident’s reports of no hot water and heating and repairs to her storage heaters. The landlord’s handling of the resident’s reports of draughty windows.

The complaint is about the landlords handling of: Repairs to the residents guttering, garden and communal entrance of the property and the resident’s reports of damp and mould. The associated complaint. The resident’s concerns about the conduct of a contractor …

The complaint is about the landlord’s response to the resident’s concerns about his service charge, including his requests for an explanation regarding: the breakdown of current charges; the credits and debits on his statement; carpet cleaning costs; the difference between …

The complaint is about: the behaviour and actions of the landlord’s staff in investigating the resident’s previous antisocial behaviour (ASB) complaint; the landlord’s decision to issue a ‘red card’ to the resident regarding ASB.

The complaint is about: The landlord’s handling of the resident’s reports of no heating or hot water in February 2021. The landlord’s handling of the resident’s reports that his radiators were not working in April 2021. The impact the period …

The resident complains about: The landlord’s handling of the resident’s concerns about the installation of a thinner smaller windowpane (glass). The information provided by the contractors to the resident about the type of windows which were to be installed. The …

The complaint is about the landlord’s response to the resident’s reports of repairs to the front door, damp and mould and slabs. The complaint is about the landlord’s response to the resident’s reports about damp and mould from 2014 -2019.

The complaint is about: The landlord’s handling of repairs to the rear bathroom extension. The associated handling of the complaint.

REPORT COMPLAINT 202101220 Southern Housing Group Limited 13 December 2021 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: T he landlord‘s response to the resident’s reports of anti-social behaviour (ASB). The landlord’s response to the resident’s request for compensation in relation to a leak in his bathroom in January 2018.

The complaint is about – The landlord’s response to the resident’s reports of repair works regarding damp and mould to the resident’s property. The landlord’s response to the resident’s reports in relation to her property windows. The landlord’s response to …

The resident complained about the landlord’s handling of: repairs to her roof. repairs to address damp and mould. repairs to address cracking. her associated complaint.

The resident, via his representative, complains about the landlord’s handling of: Matters relating to an asbestos incident in January 2018. A formal complaint made by the representative in June 2018. The Delegated Authority (DA) process. An offer of compensation in …

The complaint is about: the landlord's handling of the resident's reports of debris in the garden. the landlord's handling of the staff conduct complaint and report of contractors not observing social distancing guidance whilst carrying out work within the property. …

The complaint concerns: How the landlord handled repairs to the resident’s property following his reports of damp and mould. How the landlord handled the resident’s request to be rehoused. The handling of the formal complaint.

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

The complaint concerns the landlord’s response to the resident’s: reports of an electrical fault. complaint about the conduct of an employee. claim for compensation. request for gas heating. The associated handling of the complaint.

The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour, caused by her neighbour installing a movement activated doorbell. The associated complaint.

REPORT COMPLAINT 202100601 Clarion Housing Association Limited 7 December 2021 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 response to the resident’s reports of: The quality of communal cleaning at the property. An incident involving a member of the cleaning staff.

The complaint is about: The landlord’s response to the resident’s reports that a service charge should not be payable in respect of the property. The landlord’s response to the resident’s concerns about the administration of her service charge, including that …

The complaint is about: how the landlord responded to the resident’s concerns about a decant. the landlord’s response to a request for a copy of its policies and procedures.

The complaint is about the landlord’s: Response to the resident’s reports of unpleasant smells at the property. Complaints handling.

The complaint is about the landlord’s: Handling of the resident’s staircasing application. Response to the resident’s concerns regarding service charges levied against the property. Response to the resident’s concerns that it failed to provide her with a copy of the …

The complaint is about the landlord’s: Response to the resident’s concerns regarding the temperature within the property. Response to the resident’s concerns regarding the property’s windows. Response to the resident’s concerns of a sewage smell and mould within the property. …

The complaint is about the landlord’s: Handling of repairs and major works to the resident’s windows. Communication with the resident about the replacement windows. Decision not to provide the resident with secondary glazing. Handling of the complaint.

REPORT COMPLAINT 202016709 Clarion Housing Association Limited 6 December 2021 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 response to the resident’s allegations of non-compliance with policies set out by the Department for Levelling Up, Housing and Communities (DLUHC) and the Regulator of Social Housing (RSH), as well as guidance from HouseMark. …

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 …