Housing Ombudsman Decisions

This complaint is about the landlord’s: Handling of repair work to the resident’s heating system; and Communication and handling of the complaint.

The complaint is about: The landlord’s response to the resident’s concerns about communal cleaning. The landlord’s response to the resident’s reports about anti-social behaviour from a neighbour. The landlord’s response to the resident’s request for a new Housing Officer. The …

The complaint is about the landlord’s handling of the resident’s: Reports of poor communication. Request to move property. Reports of poor staff conduct and alleged discrimination.

The complaint is about the landlord’s: Handling of recharges for the property. Its response to the resident’s request for copies of documents relating to the property.

The complaint is about the landlord’s handling of the resident’s: reports of multiple repairs to her property; associated complaint.

The complaint concerns: The landlord’s communication regarding the completion of outstanding remedial work following its replacement of the resident’s bathroom. The landlord’s handling of repairs to an extractor fan.

The complaint is about the landlord’s handling of: Repairs to the resident’s bath mixer tap. The associated complaint.

The complaint is about: The landlord's response to the resident’s representations about changes of ownership/changes in its company structure prior to purchase. The landlord's handling of the resident’s reports of defects to his property. The landlord’s handling of the resident’s …

The complaint is about: The landlord’s handling of a leak affecting the property. The landlord’s handling of works to make good damage caused by the leak. The landlord’s handling of the complaint.

The resident’s complaint is about: The landlord’s response to the resident’s queries about whether the rear garden is a communal space and who is responsible for its maintenance. The landlord’s response to the resident’s queries about the horticulture payment. The …

The complaint is about the landlord’s: response to the resident’s reports about multiple disrepair issues at his property; the amount of compensation offered by the landlord for the loss of cooking facilities; complaints handling.

The complaint is about the landlord’s response to the resident’s reports about disrepair issues with: the windows in his property; the communal area. The Ombudsman has also investigated the landlord’s complaints handling.

The complaint is about the landlord’s: Response to the resident’s concerns about the materials to be used to carry out remedial works. Response to the resident’s request that it buy back his 30% share in the property.

The complaint is about: The landlord’s response to the resident’s requests for a refund of the communal service charge for cleaning services not provided. The landlord’s communication and complaint handling.

The complaint is about: the landlord’s handling of the repair of a storage heater. the associated complaint handling and offer of compensation.

REPORT COMPLAINT 202201126 London & Quadrant Housing Trust 03 May 2023 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. […]

The complaint is about: The landlord’s handling of leaks at the resident’s property. The landlord’s handling of the associated complaint.

The complaint is about: the landlord’s compliance with a court judgement from 2015. the landlord’s handling of a boiler repair and replacement. the landlord’s handling of the associated complaint.

The complaint is about the landlord’s response to: The resident’s reports of a rodent infestation. The resident’s application for re-housing due to medical grounds. Complaint handling.

The complaint is about the landlord’s response to the resident’s request that it: Renew her kitchen. Install an additional toilet at the property. Complete plasterwork on the ceiling above her stairs.

The complaint concerns the resident’s request for the landlord to: Replace the sub-flooring of the main bedroom, second bedroom, living room and hallway. Provide temporary accommodation and storage whilst it carries out the subfloor replacement works, and; The associated formal …

The complaint is about: the landlord’s response to repair needs following water ingress. the landlord’s complaint handling and the level of compensation offered. the resident’s report of poor customer service.

The complaint is about: The condition of the resident’s property when she moved in. The resident’s request for compensation from the landlord for her son’s damaged bike and garden turf.

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The associated complaint.

The complaint is about the landlord’s handling of the resident’s enquiries about: invoicing; grounds maintenance and outstanding repairs. The report will also investigate the landlord’s complaint handling.

The complaint is about the landlord’s: Response to the resident’s request for compensation following his reports of leaks. Complaint handling.

The complaint is about the landlord’s handling of: Repairs to resolve a water leak in the communal area. The condition of the carpet in the communal hallway following the water leak. The associated complaint and record keeping.

The complaint is about: The landlord’s response to the resident’s request for an EWS1 form. The landlord’s communication regarding the cladding. The landlord’s complaints handling.

The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) from neighbours. The landlord’s complaint handling.

The resident complains about the landlords handling of: Repairs to the communal door. The cleaning of the communal areas of the building. Non resident’s use of car parking at the property. The landlord’s handling of the complaint.

The complaint is about: The landlord’s response to the resident’s reports of a leak following the installation of a new boiler; The landlord’s handling of the resident’s request for a temporary decant whilst remedial repairs were carried out following the …

The resident complains about how the landlord handled his reports of leaks affecting the property, including the time taken to complete repairs and the landlord’s communication.

The complaint is about: The level of service charges. The landlord’s handling of the resident’s service charge queries. The landlord’s complaint handling.

The complaint is about: The landlord's administration of the service charge account. The level and reasonableness of service charges. The landlord's response to parking space issues.

The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour. The landlord’s approach and subsequent decision to remove the resident’s CCTV. The Ombudsman has also assessed the landlord’s handling of the above complaints.

The complaint is regarding the landlord’s handling of: The replacement of fire safety doors. The resident’s reports about the conduct of workmen. The resident’s formal complaint.

The complaint is about: The resident’s concerns about the level of service charges. The landlord’s response to concerns about the standard of communal cleaning. The landlord’s handling of enquiries for information on service charges.

The complaint is regarding the landlord’s: Repairs team’s responses to the resident’s calls and emails. Handling of the associated complaint.

The complaint is about the landlord’s: response to the resident’s report of antisocial behaviour (ASB). handling of adaptations at the property for the resident’s mobility scooter. response to the resident’s reports of the smell of smoke in the communal areas …

REPORT COMPLAINT 202114093 Derby Homes Limited 25 April 2023 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 complaint concerns the landlord’s response: To the resident’s reports of a leak and mould in the kitchen. To the resident’s reports of the conduct of one of the landlord’s operatives. To the resident’s reporting of issues with the street …

The complaint is about the landlord’s response to: The resident’s enquiries about the reasonableness of service charges. The resident’s request to be refunded for service charges. The resident’s enquiries about service charges. Complaint handling.

The complaint is about the landlord’s response to the resident’s concerns about his neighbour’s shed. This Service has also considered the associated complaint handling.

The complaint is about the landlord’s response to the resident’s: Reports of defects in her new build property. Concerns about the parking arrangements, missing bins, lack of communal gardening, and cleaning services. Request for a boundary to her block of …

The complaint is about the landlord’s: Response to the resident’s reports of a leak from a vent in the bedroom; Handling of a leak from above into the bedroom and hall; Response to the resident’s request for compensation for water …

The complaint is about the landlord’s: Handling of the resident’s request for information on service charges. Complaint handling.

The complaint is about the landlord’s handling of: The tenancy sign-up procedure and the alleged rent discrepancy in the tenancy agreement. The associated complaint.

The complaint is about the level of compensation offered by the landlord in relation to the resident’s reports about: Property condition issues he reported upon moving into his new build property. Roof repairs at the property. The Ombudsman has also …

The complaint is about: The landlord’s handling of the resident’s report of repairs to the shower. This report also considers: The landlord’s handling of the resident’s report of a leak to the bedroom from the shower. The landlord’s complaints handling. …

The resident has complained about the landlord’s handling of an ongoing leak issue including the standard of workmanship and the service provided. The resident has also complained that the landlord did not inform him of the leak prior to the …