Housing Ombudsman Decisions

The complaint is about the landlord’s handling of the resident’s: Request for a service charge refund from November 2013. Associated complaint.

The complaint is about the landlord’s handling of the resident’s enquiries about fire safety works completed in 2022. We have also investigated the landlord’s complaint handling.

The complaint is about the landlord’s handling of: The resident's request for a repair to her flooded balcony. The associated complaint.

The complaint is about the landlord’s handling of: The resident’s concerns about estate inspections, the local office and caretaking. A staff member contacting the resident’s GP without his consent.

The resident’s complaint is regarding the landlord’s handling of: Repairs and reports of damp and mould in the property. A move to temporary accommodation. Concerns regarding staff conduct. Concerns regarding damage to personal items/property. The resident’s complaints and the amount …

The complaint is about the landlord’s handling of the resident’s: Request for permanent rehousing and concerns it misplaced sensitive personal documents. Request for temporary accommodation. Reports of multiple outstanding repairs. Associated complaint.

The complaint is about the landlord’s: handling of applications for energy bill relief and discount schemes. handling of concerns about utility billing. response to concerns about staff conduct. response to concerns about its policies and procedures. handling of the resident’s …

The complaint is about the landlord’s handling of heating and hot water repairs in the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint. There was maladministration in the landlord’s handling of the resident’s complaint …

The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and concerns about staff conduct. Associated complaint.

This complaint is about the landlord’s handling of: The resident’s reports about the condition of the property. The associated complaint.

The complaint is about the landlord’s handling of the resident’s: Purchase of her property. Concerns regarding its service charge administration. Associated complaints.

The complaint is about the landlord’s handling of repairs at the property and the decant of the resident. The Ombudsman has also looked at the landlord’s handling of the associated complaint.

The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The associated complaint.

The complaint is about the landlord’s: Communication about external cyclical maintenance works. Handling of the resident’s complaint.

The complaint is about the landlord’s handling of repairs to the resident’s heating and hot water system. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about the landlord’s response to: The resident’s report of damp, and its handling of the associated repairs. The resident’s request that it replace the floor covering in the affected room. The resident’s request that it provide alternative …

The complaint is about the landlord’s handling of the resident’s: Reports that other residents were using the communal washing line area to socialise. Reports that the bin storage area was unused. Associated complaint.

The complaint is about the landlord’s handling of: Personal data. The resident’s reports of ASB. The associated complaint.

The complaint is about the landlord’s handling of the resident’s: Concerns about cyclical works to the property. Reports of a leak and repairs to the roof. We have also considered the landlord’s handling of the associated complaints.

The resident’s complaint is about: The level of rent for the property. The landlord giving him a new tenancy agreement when he transferred to the property. The landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s request for soundproofing. We have also investigated the landlord’s complaint handling.

This complaint is about the landlord’s handling of : The resident’s reports about communal electric repairs. The associated complaint.

The complaint is about the landlord’s handling of reports about: the central heating system; leaks and associated repairs; the external fan to the bathroom; and bedroom window frames. We have also considered the landlord’s handling of:

The complaint is about the landlord’s: Response to the resident’s reports of a burglary at the property. Complaint handling.

The complaint is about the landlord’s handling of the resident’s: Concerns about the safety and security of the communal bin stores. Associated complaint.

The complaint is about the landlord’s response to the resident’s request to repair a gate to the communal bin area. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.

The complaint is about the landlord’s response to the resident’s request to resolve an issue with the external communal lights. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.

The complaint is about the landlord’s handling of the resident’s reports of: Noise nuisance and anti-social behaviour (ASB). Staff misconduct. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of:

The complaint is about: The landlord’s handling of the residents’ report of a non-flushing toilet. The associated complaint handling.

The complaint is about the landlord’s: handling of reported inappropriate conduct of its contractor. response to reports that the kitchen units and flooring were damaged, following a leak. handling of the associated complaint.

The complaint is about: the impact of repair issues on the health of the resident and his daughter. the landlord’s handling of: work to the kitchen extractor fan. leaks, damp, mould and bathroom extractor fan repairs. window issues. We have …

The complaint is about the landlord's handling of the leaseholder’s: Reports of errors made on the service charge account. Concerns about the level of the management fee charged.

The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.

The resident’s complaint is about the landlord’s handling of: A leak in the property. Associated repairs following the leak. Damp and mould. Damage to her personal belongings.

The complaint is about the landlord’s response to the resident’s: concerns about the proposed dates for cyclical works . complaint.

This complaint is about the landlord’s response to the resident’s: Concerns about the security at their block. Request for the ‘wholesale redesign’ of their block. Request that the landlord clarify its role and responsibilities with regards to: Service Charges, including …

The complaint is about the landlord’s handling of the leaseholder’s report of a leak. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s: Offer of compensation to the resident. Handling of the resident’s complaint.

The complaint is about the landlord's handling of the resident's concerns that contractors had disposed of her personal belongings. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about: The increase in the resident’s service charge in 2024. The landlord’s response to the resident’s report of having no electricity. The landlord’s response to the resident’s concern about the communal front door. The landlord’s response to …

The complaint is about the landlord’s response to the resident’s reports of having no heating or hot water between 8 January 2023 and 21 March 2023. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Reports of defects in her new home. Complaint.

The complaint is about the landlord's response to the leaseholder's: Reports of water ingress from the roof. Complaint.

The complaint is about the landlord’s response to the resident’s: Reports of repairs to the roof. Request for reimbursement following repairs to a boundary wall. Request for reimbursement following repairs to fencing. Complaint.

The complaint is about the landlord’s handling of the resident’s: reports of a roof leak and associated internal property damage; associated complaint.

The complaint is about the landlord’s handling of: Repairs to a leak. Repairs to resolve damp and mould and associated repairs. Multiple decants. The resident’s request for a management transfer. The formal complaint.

The complaint is about the landlord’s handling of the resident’s: Rehousing application on medical grounds. Formal complaint.

The complaint is about the landlord’s handling of the resident’s: Reports of leaks into the kitchen. Associated formal complaint.

The complaint is about the landlord’s: Handling of the resident’s reports about hot water service failures, and the level of compensation it subsequently offered her. Handling of the associated complaint.