Housing Ombudsman Decisions

The complaint is about: The condition of the property upon letting. The landlord’s handling of a ceiling collapse and associated repairs.

The complaint is about the landlord's handling of the resident’s: Reports of a leak. Request for a surveyor's report The Ombudsman has also decided to investigate the landlord’s complaint handling.

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

The complaint is about the landlord’s: response to concerns about a kitchen and bathroom upgrade. handling of repairs following a roof leak. handling of reports of damp and mould. handling of concerns about scaffolding at the property. complaint handling.

The complaint is about the landlord’s response to: The resident’s request for a refund of the credit balance on his rent account, including interest and compensation. The resident’s reports that the landlord had not made reasonable adjustments. The resident’s reports …

The complaint is about the landlord’s handling of: An emergency request to access a communal cupboard. The associated complaint.

The complaint is about the landlord’s handling of the resident’s concerns about parking. 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 a leak causing flooding to the property. Associated complaint.

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 damp and mould and the associated repairs. The resident’s complaint.

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 the resident’s: Reports about the conduct of its contractor’s operative. Reports of required repairs to the boiler. Enquiries about rent arrears.

The complaint is about the landlord’s handling of: the resident’s reports of a leak and remedial repairs. the associated complaint.

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 handling of the resident’s reports of pests in the property. 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: Concerns about the suitability of the property and request for a direct transfer on medical grounds. Reports of antisocial behaviour (ASB). Reports of being unable to open the windows. Reports …

The complaint is about the landlord’s handling of the resident’s: Requests for repairs to the heating and hot water system. Associated complaint.

The complaint is about the landlord’s: Handling of the resident’s report of damp and mould. Response to the resident’s request to move. We have 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 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 the resident’s: Concerns relating to the cooker socket. Reports of an uneven driveway. Reports of issues with the stop tap. Concerns relating to the accessibility of the garden. Reports of damage to …

The complaint is about the landlord’s: Response to the resident’s: Concerns about roof repairs and damage to flooring. Request for compensation relating to her time in temporary accommodation. Complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports that they were not receiving services they had paid for (window cleaning and use of the concierge). The resident’s concerns about their car parking space. The associated complaint.

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of required repairs following a fire. Move to temporary accommodation. Associated complaints.

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 the resident’s reports of: Issues with the hot water system at the property. Subsidence and cracks inside and outside the property.

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 resident’s disrepair claim, including the associated repairs. Repairs to the resident’s extractor fans. The resident’s complaint.

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 the resident’s reports of the condition of the lawn. The landlord’s complaint handling has also been considered.

REPORT COMPLAINT 202321365 London & Quadrant Housing Trust (L&Q) 10 June 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]

The complaint is about the landlord’s handling of: the resident’s concerns about the replacement of her toilet flush. the associated complaint.

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 the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the complaint has also been considered.

The complaint is about the landlord’s: Decision to relet a property which it had marked for disposal. Decision to dispose of its housing stock. Response to the resident’s request to be added to its rehousing list. We have also considered …

The complaint is about the landlord’s handling of unpleasant smells in the resident’s property. The Service has also considered the landlord’s complaint handling.

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 resident’s reports of: Requests for repairs following water ingress into the property. Damp and mould. The ceiling collapsing. The associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of damp and mould. We have also assessed the landlord’s complaint handling.

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 …