Housing Ombudsman Decisions

The complaint is about the landlord’s handling of: The resident’s transfer application and banding. Overcrowding in the resident’s property. Damp and mould in the resident’s property. The resident’s request for a temporary move. The complaint. The landlord’s complaint policy defines …

The complaint is about the landlord’s handling of: Repairs to the lifts. Leaks in the communal areas. Individuals sleeping in the communal areas. The resident’s housing application and banding. Reports of statutory overcrowding in the resident’s property.

The complaint is about the landlord's handling of the recovery of service charge arrears. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: A radiator repair. The associated complaint.

The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by neighbours of his previous property. The landlords response to the resident’s request for reasonable adjustments at his previous property. The landlord’s non-disclosure of ASB …

The complaint is about the landlord’s handling of: The resident’s rehousing application. The resident’s reports of outstanding repairs and damp and mould within her property.

The complaint is about the landlord’s handling of: A roof leak, ceiling renewal, and asbestos management. The resident’s request for the landlord to compensate her for damaged belongings The resident’s request for the landlord to provide temporary accommodation during repair …

REPORT COMPLAINT 202427921 Haringey London Borough Council 9 July 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]

The complaint is about the landlord’s handling of the resident’s reports of pigeon guano on the communal area outside his back door. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s reports of issues with her heating and hot water. The Ombudsman has also investigated the landlord’s complaint handling.

This complaint is about: How the landlord communicated its decision to change its flexible tenancies to secure tenancies. How the landlord handled the resident’s request to change her tenancy from a joint tenancy to a sole tenancy. We have also …

The complaint is about the landlord’s response to the residents: Reports of water ingress into the property. Reports concerning the conduct of landlord staff. The Ombudsman has also considered the landlord’s handling of the associated complaint.

The complaint is about the landlord’s handling of the resident’s: Requests to be permanently rehoused. Reports of repairs to the property. Requests to be moved to temporary accommodation due to nearby construction. The landlord’s complaint handling as also been considered.

The complaint is about the landlord’s handling of: The resident’s request to take over the tenancy following the death of his mother. Rent arrears that accrued while the request was being considered. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould and the associated repairs. Response to the resident’s reports of damaged belongings. Complaint handling.

The complaint is about the landlord’s handling of: Adaptation of the property, including lack of communication and delays to the works. Storage of the resident’s possessions, including her request for reimbursement of removal costs. The resident’s reports of damage to …

The complaint is about the landlord’s handling of: A furniture and flooring package charge included on the resident’s rent account. The associated complaint.

REPORT COMPLAINT 202322301 Camden Council 14 July 2025 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 sales process and its non-disclosure of the plans to carry out major works prior to the sale of the property to the resident. The section 20 consultation process. The funding of …

The complaint is about the landlord’s: Handling of the resident’s subject access request (SAR). Response to the resident's reports that a contractor damaged his property and caused him an injury during bathroom adaptation works. Delays to approve accessibility adaptations.

The complaint is about the landlord’s response to the resident’s reports of a damaged garden wall.

The complaint is about the landlord’s handling of the resident’s: Request for support using a recommended noise app. Allegations of staff misconduct. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of Reports of a leaking toilet, bathroom repairs and associated damage. Concerns about asbestos. Reports of rubbish left in the garden. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord's handling of: A payment of compensation for a missed appointment. The resident’s complaint.

The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Handling of the complaint.

The complaint is about the landlord’s handling of: Kitchen repairs following reports of a leak. The associated complaint.

The resident has complained to the Ombudsman about: The condition of the previous property upon letting. The condition of the balcony in the previous property. The landlord’s handling of damp and mould at the previous property. The landlord’s handling of …

The complaint is about the landlord’s handling of: The resident’s concerns about her neighbour's decking, noise disturbance, and damage to her property. The resident’s privacy concerns. The resident’s dissatisfaction with it allowing her neighbour to access its van. Communication around …

The complaint is about the landlord’s handling of: The decant process, including the resident’s request for a permanent move to an alternative property. The resident’s request for a parking permit at the decant property. We have also considered the landlord’s …

The complaint is about the landlord’s: handling of reports of damp and mould. understanding of the household’s vulnerabilities and support needs. The Ombudsman has also considered the landlord’s handling of the complaint.

This complaint is about the landlord’s handling of: The resident’s mutual exchange. Reports of water ingress, damp and mould. Outstanding repairs.

The complaint is about the landlord’s handling of: The resident’s reports of a faulty intercom system. The resident’s reports of ongoing issues with the lifts being out of service. The resident’s request to be rehoused. The resident’s complaint.

The complaint is about the resident’s concerns about condition of the property at the start of the tenancy. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Requests for repairs to the balcony door. Reports that the shower was not draining properly. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: the resident’s report of a leak in the property. the resident’s request to be rehoused. the resident’s request to repair and replace the boiler. the resident’s request for an investigation and action …

The complaint is about the landlord’s handling of the resident’s: Reports that her doors and windows had been affected by subsidence issues at the property. The associated complaint.

The complaint is about the landlord’s handling of the resident’s concerns about its: Withdrawal of an offer of accommodation. Communication about rent arrears. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of garden flooding, external repairs, and recharge concerns. Aids and adaptations queries. Reports of cooker issues. Safeguarding concerns. Associated complaints.

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

REPORT COMPLAINT 202223933 Lambeth Council 22 May 2025 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 resident’s: Request to transfer to another property. Concerns about damp and mould within the property. Reports for it to carry out repairs to the windows and doors.

The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.

The complaint is about the landlord’s handling of: Reports of damp and mould. Reports of a pest infestation. A request to be rehomed.

This complaint is about the landlord’s response to the resident’s: Reports of ongoing issues with the windows and doors at her property. Concerns about the conduct of a member of its staff. This complaint is also its handling of the …

The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould in the property. Concerns about staff conduct.

The complaint is about the landlord’s handling of: the resident’s reports of a rat infestation. the complaint.

The complaint is about the landlord's handling of the resident’s: Request for repairs, including exterior doors, roof fascia and guttering, and external maintenance. Concerns about asbestos.

The complaint is about the landlord’s handling of: the resident’s reports of a pest infestation an occupational therapy (OT) assessment the resident’s request to be rehoused the resident’s reports of damp and mould We have also considered the landlord’s handling …

The complaint is about the landlord’s handling of the resident’s: Request to move. Reports of mould. Complaint.

The complaint is about the landlord’s response to the resident’s: Reports of mice infestation. Request for repairs. The Ombudsman has also considered the landlord’s complaint handling.