Housing Ombudsman Decisions

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 concerns: The landlord’s handling of the resident’s reports of noise disturbances. The landlord’s complaint handling.

The complaint refers to the landlord’s handling of: the repairs needed to the resident’s back door. the resident’s concerns about a tenancy warning letter being issued. the associated complaint.

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 is about the landlord’s response to the resident’s report of a leak. The complaint is about the complaint handling.

The complaint is about the landlord’s handling of the resident’s reports about the communal lift in the building. This investigation has also considered the landlord’s complaints handling.

The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s concerns regarding a breach in confidentiality. Complaint handling.

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 level and reasonableness of the service charge. The landlord’s response to the resident’s enquiries about repairs to a dormer window at the building. The landlord’s response to the resident’s enquiries about repairs to a communal …

This complaint is about the landlord’s handling of: a consultation with residents prior to the introduction of a parking control scheme; the related complaint.

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 is about: The landlord’s handling of the resident's Subject Access Request (SAR). Allegations made against the resident and the landlord’s decision to terminate her tenancy. The landlord’s handling of the resident's reports of Anti-Social Behaviour (ASB). The Ombudsman …

The complaint concerns the landlord’s response to: the resident’s reports about the communal lift being out of service. the resident’s reports about the faulty front entry gate. the resident’s reports regarding graffiti and fly tipping. the resident’s reports regarding parking …

The resident has complained about: The landlord’s response to their reports about noise from doors in the building. The landlord’ response to their reports of the smell of cigarettes and alleged drug taking entering their home.

The complaint is about the landlord’s: Response to the resident's reports that contractors were rude; that their attendance for communal drainage works contravened Covid-19 restrictions; and that they allegedly caused damage and mess when accessing his bathroom. Handling of the …

The resident complains about: How the landlord handled repairs needed at the property, primarily to address damp and mould, from September 2017 to June 2018. How the landlord handled repairs needed at the property, primarily to address damp and mould, …

The complaint concerns: How the landlord handled the resident’s reports of repairs to the property. The quality of the completed repairs. The amount of compensation offered by the landlord. The formal complaint into these matters

The complaint is about: The landlord charging the resident rent for a property he is not living in. The landlord’s disposal of the resident's belongings and communication. The landlord offsetting the resident’s home loss payment against rent arrears. The landlord’s …

The complaint is about the landlord's: response to the resident’s reports of defects at the property, response to the resident’s reports of problems with the cleaning of the communal areas and maintenance of the grounds at the property, response to …

The complaint is about the landlord’s: handling of the resident’s request for repairs to his bedroom radiator. associated complaint handling.

The complaint is about the landlord’s: Response to the resident’s concerns that it had failed to complete recommendations following fire risk assessments. Response to the resident’s concerns regarding its proposal to replace the front doors of all properties within the …

The complaint concerns: The landlord’s banding and priority allocation in respect of the resident’s housing need and request for a three-bedroom property on overcrowding and medical grounds. The landlord’s handling of the resident’s contact as to her housing situation and …

The complaint is about: The landlord’s handling of cladding remediation works including how long the works have taken to complete, the landlord’s communication about funding arrangements, and the impact the situation has had on progressing the sale of the resident’s …

REPORT COMPLAINT 202103874 Guinness Housing Association Limited 19 August 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 handling of repairs to the resident’s kitchen. Information provided to the resident about when her kitchen would be refurbished.

The resident has complained about: The quality of the services provided through the service charges at their sheltered housing scheme. The amount charged by the landlord in the service charges.

The complaint was about: The landlord’s response to the resident’s report of a leak into her property. The landlord’s complaint handling.

The complaint is about the landlord’s: Handling of parking bay allocations. Complaint handling.

The complaint concerns how the landlord handled: The resident’s request to move property. The resident’s concerns about its staff members conduct. The formal complaint into these matters.

REPORT COMPLAINT 202017292 Hyde Housing Association Limited 10 August 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. […]

The complaint is about the landlord’s: Response to the resident’s concerns that its contractors had not adhered to Covid-19 safety measures when working in her property. Response to the resident’s concerns regarding missed and unannounced appointments by its contractors. Response …

REPORT COMPLAINT 202011784 Midland Heart Limited 21 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 anti-social behaviour (ASB) from their neighbour. The type of tenancy the resident has. The landlord’s handling of a mutual exchange. The landlord’s complaint handling.

The complaint is about: The landlord's handling of the resident’s request to move properties. The landlord's response to the resident’s request for a parking space for his property. The landlord’s response to the resident’s reports of his neighbour's dog barking. …

The resident complained about the landlord's handling of :

This complaint is about the landlord’s handling of: concerns raised by the resident about communal cleaning; repairs to the communal door; the resident’s reports of a faulty front door to his flat.

The leaseholder complains about: delays to a window repair from September 2019; delays to repairs to a door entry system; service charges for repairs to a door entry system, and; complaint handling.

The complaint concerns the landlord’s: Handling of repairs to resolve water leaks into the property. Compensation offer to the resident for delays in fixing the leaks. Formal complaint into these matters.

The complaint is about: The landlord’s response to the resident’s concerns about the safety of storage heaters installed in her property. The landlord’s handling of the associated complaint.

The complaint concerns: The landlord’s handling of the resident’s reports of damp and cold in his home. The landlord’s complaints handling.

The complaint is about the landlord’s handling of the resident’s concerns about: No gas supply in his kitchen at the start of his tenancy. Damp in his bedroom and lounge. Mess left by contractors. Access to his property and bathroom.

The complaint is about the landlord’s: Response to the resident’s reports of electric sockets not working in the property. Response to the resident’s reports of a problem with one of the windows in the property. Complaint handling.

The complaint refers to the landlord’s handling of: Repairs to plastering in the property. Repairs to the resident’s boiler. The resident’s request for a replacement bathroom suite The resident’s request for kitchen alterations. Its communication with the resident The resident’s …

The complaint is about the landlord’s response to the resident’s: reports about repair works required at her property; reports about the landlord’s employee’s behaviour; reports about antisocial behaviour (ASB) from her neighbour; request to be transferred to an alternative property.

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

The complaint concerns: The landlord’s response to the resident’s reports of the condition of the communal bin store serving her property; it’s decision to decline the resident’s request for a management transfer; the effect the situation has had on her …

The complaint concerns the landlord’s: Handling of repairs to the property following a leak from a radiator. Refusal to reimburse the resident for damage to his personal items caused by the leak. Formal complaint into these matters.

The resident has complained about: The time taken to respond to reports of a beeping fire alarm. Contractors visiting without notice. The standard of cleaning in communal areas, including the inadequate use of Personal Protective Equipment (PPE). The landlord’s response …

The complaint is about the landlord’s response to the resident’s: Request to repair the cladding on the property. Request to repair the fan in the downstairs toilet in order to prevent smells entering the property. Request to install a lever …

The complaint is about the landlord’s: Response to the resident’s concerns regarding defects which she had reported in respect of the property. Response to the resident’s concerns regarding high energy costs. Response to the resident’s concerns regarding staff conduct. Complaint …