Housing Ombudsman Decisions

The complaint is about the landlord’s handling of: repairs to the resident’s rear door and stairway handrail. the resident’s request to be reimbursed for additional heating costs associated with the rear door repair.

The complaint is about the landlord’s: Handling of the end of the resident’s tenancy following her death. Requests to speak with the resident following her death.

The complaint is about the landlord’s: Response to the resident’s request for an EWS1 form and works start dates. Response to the resident’s request to reimburse the fees she incurred in relation to the sale of her 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 resident’s liability to pay service charges for works which she is dissatisfied with. The landlord’s handling of repairs to the resident’s guttering, roof and windowsill. The landlord’s handling of the associated complaint.

The complaint refers to: The landlord’s handling of adaptations needed within the resident’s property. The resident’s concerns about the recommendations made by Occupational Therapy. The landlord’s handling of the associated complaint and record keeping.

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 complaint is about the landlord’s: Response to the resident’s concerns that it issued him a warning letter preventing him from raising complaints regarding staff conduct. Complaint handling.

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 …

This complaint is about the landlord’s response to: The resident’s reports of repairs to his rear living room window. The resident’s report of alleged anti-social behaviour (ASB). The resident’s concerns about calls he made to the landlord on 3, 4 …

The complaint is about the landlord’s response to the resident’s reports about:

The complaint is about: The landlord’s handling of repairs carried out at the resident’s new property. The landlord’s handling of reports that contractors damaged the resident’s possessions. The landlord’s handling of the reports about the conduct of contractors at 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 is about the landlord’s: Response to the resident’s concerns about anti-social behaviour (ASB). Handling of the replacement of a boiler. Response to reports of mould and the installation of ventilation fans. Response to the resident’s request to be …

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 complaint in 2020 about outstanding repairs. The resident’s dispute of some of her service charges.

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 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 …

The complaint is about the landlord’s handling of: repairs at the resident’s property. the resident’s request for an adaptation to the bath. the resident’s reports of a rat infestation in his loft; and the resident’s concerns of potential asbestos in …

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.

This complaint is about the landlord’s response to: The resident’s reports of leaks from the roof of his property. The resident’s reports of damage to his property caused by leaks from the roof. The landlord’s complaint handling and record keeping.

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.

The complaint is about the landlord’s response to the resident’s reports about: the tenancy agreement containing additional terms to a draft tenancy agreement provided during the application process. his consequent dispute of an obligation to make payments for heating and …

The complaint is about the landlord’s response to the resident’s: Reports of noise and vibrations from the pipework in the property. Concerns about the impact that the vibrations were having on his health.

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 …

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: Complaint handling. Response to the resident’s concerns regarding adaptation works undertaken in the property’s bathroom. Response to the resident’s report that she sustained an injury as a result of the adaptation works undertaken.

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 complaint is about the landlord’s handling of: faults with the resident’s boiler and the length of time that passed without a new heating system; major works required at the resident’s property; and the resident’s personal belongings during the resident’s …

The complaint is about: The landlord’s handling of an antisocial behaviour (ASB) complaint made against the resident. The landlord’s response to the resident’s reports of ASB. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of pests in the property. The complaint is about the landlord’s handling of the resident’s reports of repairs to the bathroom shower. The complaint is about the landlord’s handling …

The resident complained about the landlord’s response to their concerns about the functionality of the CCTV cameras.

The complaint refers to: The landlord’s handling of the resident’s internal transfer request and communication about this. The landlord’s response to the resident’s request to install a dishwasher and washing machine in her current property. The landlord’s handling of the …

The resident complained about the landlord's handling of :

The resident complained about the landlord’s handling of reports about: The standard of the cleaning to communal areas. The conduct of the Scheme Manager. The conduct of the Scheme Manager towards another resident. Testing of a fire alarm panel and …

The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance. The Ombudsman has also investigated the landlord’s communication with the resident, and its handling of the formal complaint.

The complaint is about the landlord’s: Handling of the replacement of the front door. Handling of the installation of an extractor fan. Response to the resident’s reports of damp and mould. Response to the resident’s reports of defects to the …

The resident has complained about: The landlord’s response to requests for information supporting the service charges. The landlord’s organisation of resident meetings. The landlord’s handling of parking at the development, and the associated gate repairs. The landlord’s response to concerns …

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.

This complaint is about the landlord’s handling of: the resident’s concerns about the condition of a communal lobby; the related complaint.

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.