Housing Ombudsman Decisions

The complaint refers to: The landlord’s response to the resident’s reports of a water leak into her property. The resident’s concern that she should be paying her service charge directly to the managing agent of the building instead of the …

The complaint is about the landlord’s: Response to the resident’s concerns regarding the requirement to carry out fire safety remedial works in the building which he owns a property in. Response to the resident’s concerns that it was not responsible …

The complaint is about the landlord’s handling of the leaseholder’s complaint about: His reports of a leak outside his property. His request for information on making an insurance claim. Events that occurred after the final complaint response of 7 December …

The complaint is about: The landlord’s response to the resident’s concerns about the safety of storage heaters installed in her property. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the subsequent damage that occurred; advice regarding the resident’s application for consideration of medical grounds for his transfer application; response following missed …

The complaint is about: the landlord’s response to the resident’s reports of a blocked sink. how the landlord responded to the resident’s formal complaint.

The complaint is about the landlord’s handling of the resident’s concerns about: No gas supply in his kitchen at the start of his tenancy. Damp in his bedroom and lounge. Mess left by contractors. Access to his property and bathroom.

The complaint is about the landlord’s: Response to the resident’s reports of electric sockets not working in the property. Response to the resident’s reports of a problem with one of the windows in the property. Complaint handling.

The resident’s complaint is about: The landlord's response to the resident's reports of mould. The resident's report of the conduct of the operatives carrying out remedial work to the mould on 3 December 2020. The landlord's response to the resident's …

The complaint is about the landlord’s response to the resident’s: reports about repair works required at her property; reports about the landlord’s employee’s behaviour; reports about antisocial behaviour (ASB) from her neighbour; request to be transferred to an alternative property.

This complaint is about the landlord’s handling of: the resident’s reports of mould growth in her property; the related complaint.

The complaint is about: The landlord’s response to the resident’s reports of a faulty intercom entry system. The landlord’s response to the resident’s reports of a faulty communal front door lock. The landlord’s response to the resident’s reports of an …

The complaints are about the landlord’s: Handling of repairs to the shower. Response to concerns that were raised about the replacement shower. Handling of the formal complaint. Response to concerns that were raised about the resident’s mother injuring herself when …

The resident has complained about: The time taken to respond to reports of a beeping fire alarm. Contractors visiting without notice. The standard of cleaning in communal areas, including the inadequate use of Personal Protective Equipment (PPE). The landlord’s response …

The complaint is about the landlord’s response to the resident’s: Request to repair the cladding on the property. Request to repair the fan in the downstairs toilet in order to prevent smells entering the property. Request to install a lever …

The complaint is about the landlord’s: Response to the resident’s concerns regarding defects which she had reported in respect of the property. Response to the resident’s concerns regarding high energy costs. Response to the resident’s concerns regarding staff conduct. Complaint …

The complaint is about: The contents of a warning letter sent to the resident in March 2019. The landlord’s response to the resident’s reports of noise nuisance. The landlord’s complaint-handling.

The complaint is about: The landlord’s response to the resident’s reports of ASB. The landlord’s response to the resident’s reports of repairs required to a fence. The landlord’s response to the resident’s reports of an uninhabited neighbouring building and its …

The complaint is about the landlord’s handling of and responses to the resident’s: Reports of anti-social behaviour (ASB). Request that it repairs a blocked and overflowing drain. Reports concerning the cleaning of communal areas. Complaint handling.

The resident has complained about: The time taken by the landlord to process their mutual exchange application. The way their reports of anti-social behaviour were used in terms of the mutual exchange application.

The complaint is about the landlord’s: Decision to relocate the communal bins for the building to directly outside the resident’s property. Associated complaint handling.

The leaseholder has complained about: the landlord’s handling of major works related to the roof, the flooring in the communal area, and the proposed re-surfacing of the car park; and the costs of these works and its impact on the …

The complaint is about: The landlord’s response to the resident’s concerns about the quality of the communal area cleaning. The landlord’s handling of the resident’s complaint on the matter.

The complaint is about:

This complaint is about the landlord’s handling of: the removal of plants from a neighbouring garden; the procurement of a new estate gardening contract; the related complaint.

The complaint is about: The landlord’s handling of the resident’s reports of knotweed in her garden. The condition of the kitchen when the resident moved into the property, and the landlord’s response to the resident’s request to renew it. The …

The complaints are about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB) prior to March 2020. Concerns that landlord staff had behaved in a racially motivated manner. Reports of ASB from March 2020 onwards. Formal complaint.

The complaint concerns: The advice given to the resident by the landlord about his suitability for a property. The impact the landlord’s handling of the resident’s housing application had on his health.

The complaint is about: The landlord’s handling of the resident’s service charge account. The landlord’s handling of the resident’s request for a credit in relation to charges for scaffolding. The landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s response to the resident’s reports about: his neighbour’s antisocial behaviour (ASB), including: noise nuisance; aggressive behaviour; using the resident’s bin; leaving litter in communal areas; keeping an unauthorised dog; noise caused by their faulty …

The complaint is about: The landlord’s handling of reports of a defective boiler. Complaint Handling.

The complaint is about: The landlord’s handling of the resident’s requests for repairs to the floorboards in his property prior to July 2020. The effect that the condition of the floorboards had on the resident’s health. The resident’s concerns regarding …

The complaint is about the: Landlord’s handling of the resident’s reports of noise nuisance from her neighbour. Landlord’s record keeping and complaint handling. Effect of noise nuisance on the health of the resident’s family.

The complaint is about the landlord’s response to: The resident’s concerns about the condition of the property when the tenancy began. The resident’s concerns about the condition of the property and outstanding repairs from 2020 onwards. Pest infestations at the …

This complaint is about the landlord’s handling of: the resident’s reports that the property had not met lettable standards; the resident’s reports of repairs needed to her property; kitchen upgrade works; the resident’s requests for it to consider her circumstances …

The complaint is about: the advice given to the resident concerning the Home Choice Scheme. how the landlord handled the resident’s reports of ASB including how staff communicated with her.

The complaints are about the landlord’s:

The complaint is about: The level and reasonableness of the service charges paid by the resident. The landlord’s response to the resident’s queries regarding service charges. The landlord’s response to the resident’s request for information concerning cladding on the building …

The complaint refers to the landlord’s response to the resident’s concerns about: The grounds maintenance provided at the property. The service charge associated with grounds maintenance at the property.

The resident complains: That she and her late husband were not informed and consulted before a development project commenced. About the landlord’s response to reports of noise disturbance and vibration from construction work at an adjacent development site, and the …

The complaint is about the landlord’s handling of the residents reports of: Repairs to a communal gate. Leaks in the guttering at the property. Repairs to windows at the property and subsequent delays. Reports of anti-social behaviour (ASB) at the …

The complaint is about the: Level of increase in the resident’s service charges. Landlord’s response to the resident’s complaint about missed garden maintenance appointments. Landlord’s response to the resident’s query about fire equipment service charges.

The complaint is about: - The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s request that the landlord repair a communal fence. The landlord’s handling of the resident’s report of mould, including …

This complaint is about the landlord’s response to: The resident’s complaint about its administration of his service charges, its maintenance and repair of his block, grounds maintenance and cleaning, and his reports of ASB, for which the landlord issued its …

The resident has complained that the landlord has offered insufficient compensation in response to their complaint about the works to their kitchen and bathroom. The landlord’s complaint handling has also been assessed in this report.

The complaint is about the landlord’s response to the resident’s: reports regarding the conduct of the landlord’s employee; reports regarding parking enforcement and works; reports regarding repairs to a communal door; request for information regarding her service charge; request for …

The complaint is about:

The complaint is about: The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s response to the resident’s request to be permanently decanted to a three-bedroomed property. Complaint handling.

The complaint is about the landlord’s: Response to the resident’s request for a new front door. Response to the resident’s request to replace the gas fire. Complaint handling.

The complaint is about: The landlord’s unannounced visits to the property on 29 July 2019; The unannounced visit to the property on 4 September 2020 and; Complaint handling.