Housing Ombudsman Decisions

The complaint is about the landlord’s handling of the leaseholder’s reports of: Condensation in the loft. Damp and mould. The standard of works to the communal areas. We have also considered the handling of the complaint.

The complaint is about: The landlord’s handling of the resident’s request for a leasehold pre-sale pack, particularly: The accuracy of service charge accounts and interest on the account. A request for a full statement of account since 2012. The landlord’s …

The complaint is about the landlord’s handling of the resident’s reports of: The landlord charging him rent for 2 properties in 2017. Rent arrears due to the landlord’s failure to pay him compensation from a disrepair claim. Damp and mould …

The complaint is about the landlord’s: Handling of the resident’s request to pay her service charge bill over an extended period. Handling of the resident's queries about the administration charge.

The complaint is about: The landlord’s response to the resident’s reports about the standard of works to her home. The landlord’s response to the resident’s reports about the conduct of contractors. The Ombudsman has also considered the landlord’s complaints handling.

The complaint is about the landlord’s handling of: repairs for damp and mould. a bathroom replacement. the associated complaint.

The complaint is about the landlord’s handling of: the resident’s communications with the housing options team. repairs to the boiler. repairs to the radiator. a leak resulting in damp and mould. the resident’s reports of antisocial behaviour (ASB). We have …

The complaint is about the landlord’s handling of repairs to the fences at the bottom of the stairwell and top of the terrace to the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: Noise reports made by the resident’s neighbour. Information relating to the resident’s son living at the property. The resident’s concerns that the landlord has discriminated against her son. We have also considered …

The complaint is about the landlord’s handling of the resident’s reports of: Noise and pigeon nuisance. A back surge of sewage in his bathroom. Black mould in the bedrooms of his property. We have also investigated the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s reports about: Service charges. Estate grounds maintenance. Gutter repairs.

The complaint is about the landlord’s handling of the resident’s: Reports of drainage issues affecting the toilet. Reports of damp and mould in the bathroom. Request for a replacement front door. Concerns about asbestos. Associated complaint.

The complaint is about the landlord’s handling of the resident’s concerns about: Damp and mould, and associated repairs. A roof leak. An update to her household details. A request to install an additional light in the kitchen. We have also …

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

The complaint is about the landlord’s response to: Reports of a rodent infestation. Request for compensation for damage due to the infestation. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.

The complaint is about the landlord’s handling of the resident’s: Reports of water supply issues. Reports of noisy pipework. Reports of anti-social behaviour (ASB). Request to be rehoused.

The complaint is about the landlord’s response to the resident’s concerns about: Damp and mould in the bedroom. The windows The kitchen Issues with drainage The front door Cracks in the ceiling in the front room and door. This Service …

The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the toilet. Poor staff conduct. The landlord’s complaint handling has also been considered.

The complaint is about the landlord’s: Handling of repairs to the boiler. Handling of associated repairs. Response to a request for compensation for damaged possessions.

The complaint is about the landlord’s handling of the resident’s: Concerns about the condition of the water tank in her loft. Request to be sent an inspection report in relation to her disrepair case. Concerns about the temperature of her …

The complaint is about the landlord’s Handling of the resident’s reports of repairs to the exterior of her property. Complaint handling.

The landlord’s handling of the resident’s report of an ant infestation at her property. The Ombudsman has also considered the landlord’s complaint handling.

This complaint is about the landlord’s handling of: the resident’s reports of pests in the property; the associated complaint.

The complaint is about: The landlord’s response to the resident’s request for compensation for renovation works at her former property. The landlord’s response to the resident’s reports of a leak at her current property.

The complaint is about the landlord’s handling of the resident’s concerns about:

The complaint is about the landlord’s handling of: Reports of a loss of hot water. The resident’s complaint.

This complaint is about the landlord’s handling of: the resident’s concerns about insurance claims. the resident’s concerns about a service charge increase. the resident’s reports of a leak affecting the property and subsequent internal damage. This Service has also investigated …

The complaint is about the landlord’s handling of: the resident’s reports of a lift breakdown. the resident’s request for emergency lift breakdown procedures if the lift were to break down again. the associated complaint.

The complaint is about the landlord’s: Response to concerns raised by the resident about issues reported to him by other tenants. Response to internal repair issues in the resident’s property. Response to concerns raised by the resident about issues with …

The complaint is about the landlord’s response to the resident’s concerns about: The offer of a property. The condition of the property when let. This Service has also considered the landlord’s handling of the complaint.

The complaint is about the landlord’s handling of: Repairs to communal areas. Repairs to the property. The resident’s reports of the bin area not being kept clean and tidy. The resident’s reports of damp and mould. The replacement of the …

The complaint is about:

The complaint is about: The time taken for the landlord to install a positive input ventilation (PIV) at the property. The landlord’s response to the resident’s complaint about a decant and repair works in November 2023. The landlord’s handling of …

The complaint is about the landlord’s response to the resident’s: Reports of a burst stack pipe. Request for reimbursement for replacement carpet. The landlord’s complaint handling has also been considered.

The complaint is about the landlord’s handling of: The resident’s request under the Freedom of Information Act 2000. The resident’s reports of leaks, damp, and mould in the property. The landlord’s complaint handling has also been considered.

The complaint is about the landlord’s decision to repair the living room windows and not replace them. This Service has also investigated the landlord’s complaint handling.

The complaint is about: the impact of repair issues on the resident’s household’s health. the landlord’s handling of: repairs to resolve water ingress to the front door and the request for a bath to be installed. damp and mould repairs. …

The complaint is about the landlord’s handling of: Window repairs. Anti-social behaviour reports.

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Temporary move. The Ombudsman has also considered the landlord’s record-keeping.

The complaint is about the landlord’s response to the resident’s reports of roof repairs and water ingress. We have also considered the landlord’s complaint handling.

The complaint is about: The landlord’s decision to withdraw and reject the resident’s Right to Buy (RTB) application on the basis that the property is exempt, as it is suitable for the elderly. The landlord’s handling of outstanding repairs . …

The complaint is about: The landlord’s response to the resident’s reports that his windows needed replacing. The time taken by the landlord to remove the scaffolding after completing the repairs. The landlord’s handling of the complaint. This investigation has also …

The complaint is about the landlord’s handling of: the resident’s queries relating to service charges. the subsequent complaint.

The complaint is about the: Suitability of the property. Landlord’s handling of the resident’s reports of anti social behaviour (ASB) between March 2023 and September 2023. Landlord's handling of concerns about staff conduct. Landlord’s response to the reports about the …

The complaint is about the landlord’s: Response to the structural issues that the resident reported. Handling of the resident’s request for it to participate in a joint meeting with her MP. Consideration of the resident’s medical needs. Handling of the …

This complaint is about the landlord’s: Response to the report of a leak into the resident’s property from the flat above. Response to a request for insurance details in relation to the internal damage to the resident’s property as a …

The complaint is about the landlord’s: Response to the resident’s reports of leaks from a neighbour’s balcony, damaged brickwork, defective drains, and a leaking stack pipe. Response to the resident’s reports of leaking guttering. The Ombudsman has also considered the …

The complaint is about the landlord’s handling of: Damp and mould and related repairs. The resident’s reports of personal injury cause by the presence of damp and mould. The resident’s right to buy application. The Ombudsman has also considered the …

The complaint is about the landlord’s: Response to the resident’s reports of damp and mould at the property. Response to the resident’s reports of a leaking toilet at the property. Complaint handling.

The complaint is about how the landlord has handled the resident’s reports of noise nuisance. We have also considered the landlord’s complaint handling.