Housing Ombudsman Decisions

REPORT COMPLAINT 202200086 Thrive Homes Limited 16 December 2022 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 is […]

The complaint is about: The landlord’s handling of repairs to the drainage system at the resident’s property. The landlord’s response to the resident’s request to be reimbursed for the costs she had incurred.

The complaint is about the landlord’s handling of the resident’s rent account. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of: - The installation of a new kitchen at the resident’s property. The conduct of members of the landlord’s staff and its contractors. The resident’s complaint and request for compensation.

The complaint is about: The landlord’s handling of the repair of a leak and remedial works required, including costs incurred by the resident.

The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to reports of leaks from the property above. Complaint handling.

The complaint is about: The landlord’s response to the resident’s concerns about the service provided by his Homeownership Officer (HO). The landlord’s handling of the resident’s queries about his service charge. The landlord’s response to the resident’s concerns about the …

The complaint is about the landlord’s handling of: The resident’s report of heating issues in the property. The resident’s request to install a wood burning stove at the property. The associated complaint.

The complaint is about the landlord’s: decision to recharge the resident for the front door lock replacement. Record keeping in relation to repairs to the front door . handling of the associated complaint.

The complaint is about the landlord’s response to the resident’s reports about: Her application to transfer to a larger property. Its handling of her complaint.

The complaint is regarding: The landlord’s standard of maintenance of the communal grounds and hedges. The landlord’s handling of reports about the conduct of its contractors. This Service has also considered the landlord’s handling of the resident’s complaint.

The complaint concerns the landlord’s handling of: A boiler repair. The associated formal complaint.

The complaint is about the landlord’s: Handling of the resident’s concerns about storage in the alleyway at the side of the property. Complaint handling.

The complaint is about: The level of compensation offered by the landlord in recognition of delays in repairing leaks to his property in 2018. The landlord’s handling of the associated complaint.

This complaint is about the landlord’s response to the resident’s concerns about: The smoke alarms and gas safety checks at his property. An electrical inspection at his property. Debris falling from the flue flashing/ceiling on to his boiler.

This complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB) by her neighbour’s adult son. The associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of: the condition of her property upon moving in following a mutual exchange. repairs needed at the new property. dissatisfaction with the handling of her complaint. a pest control …

The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance. The resident’s request for a management transfer.

The complaint is about the landlord’s response to the resident’s concerns about: Increases in service charges. Fly tipping in the communal bin store area. Installation of a timer for communal lighting. Complaints handling.

This complaint is about the landlord’s response to the resident’s concerns regarding the: reports of anti-social behaviour (ASB) from Neighbour A. landlord’s communication about the parking bay. the related complaint.

This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s reports of leaks, damp and mould at the property; The landlord’s complaint handling; The landlord’s record keeping.

The complaint is about the resident’s reports of: The level and increase of rent and service charges. Concerns about the sinking fund. The standard of cleaning and maintenance of the communal areas, including the bins stores and decision to remove …

The resident complains about: The suitability of the property offered by the landlord in February 2020. The landlord’s handling of her subsequent concerns about the size of the property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s: Response regarding the resident’s concerns about the conduct of contractors on site. Response to the resident’s personal items being damaged by paint. This Service has also considered the landlord’s handling of the complaint.

The complaint is about the landlord’s handling of the resident’s reports about: Water ingress. The state of the communal hallway flooring. Frequent lift breakdowns.

REPORT COMPLAINT 202205301 Bolton at Home Limited 8 March 2023 Our approach […]

This complaint is about the landlord’s handling of the resident’s: Request for the rent arrears to be waived. Request for a management move. The related complaint.

The complaint is about: The landlord’s response to the resident’s reports about the condition of the property at the start of the tenancy. The landlord’s response to the resident’s reports of repairs required at the property. The landlord’s implementation of …

REPORT COMPLAINT 202115626 Lambeth Council 24 November 2022 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 is set […]

The complaint is regarding the landlord’s handling of: A leak affecting the resident’s property and subsequent related repairs. The resident’s associated complaint.

The complaint is about the landlord’s handling of: The repair to the resident’s heating and hot water system, and the subsequent offer of compensation for this. The repair to the resident’s shower, and the subsequent offer of compensation for this. …

The complaint is about the landlord’s handling of the resident’s concerns regarding the lift maintenance issues. This Service has also considered the landlord’s handling of the resident’s complaint.

The complaint is about: The landlord’s handling of reports about the resident’s overhanging shrubbery and the shared back-garden fence. The associated complaint handling including the level of communication.

The complaint is about: The landlord’s response to the resident’s request that a former outhouse at the property be rebuilt, given her concerns regarding the amount of space in her kitchen. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s handling of the resident’s : concerns about a tree relating to blocking light and leaf fall; request to have a driveway installed at the property, and; associated complaint.

The complaint is about the landlord’s: Handling of a gas safety check. Missed appointment for a broken water tank pipe. Response to the resident's concerns that the property was excluded from insulation works. Handling of the resident's request for compensation …

The complaint is about the landlord’s response to the resident’s: reports about repairs to her railing and gate; request for a building completion certificate; concerns about the behaviour of the landlord’s surveyor. The complaint is also about the landlord’s complaints …

This complaint is about the landlord’s: Response to the resident’s report of a leak and damage to his ceiling. Handling of the resident’s concerns about a member of its staff’s behaviour towards him. Handling of the associated complaint.

This complaint is about the landlord’s response to the resident’s concerns regarding: The property condition when it was let. Request for storage of their personal belongings. The related complaint.

The complaint is about:

The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) and threatening behaviour from a neighbour. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.

The complaint is about the landlord’s: response to the resident’s reports of a loss of heating and hot water, and related missed appointments. complaints handling and record-keeping.

The complaint is about The level of service charge for the year 2021/22. Failure to provide a resident warden. The administration of a surplus in the service charge accounts. Complaints handling.

The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise disturbance. The landlord’s handling of the resident’s concerns about soundproofing. The landlord’s handling of the resident’s request for a garden screen.

The complaint is about: The landlord’s response to the resident’s queries regarding service and management charges, including its communication on upcoming costs. The landlord’s handling of the resident’s request to deal directly with the freeholder/managing agent. Its handling of the …

The complaint concerns: The landlord’s response to the resident’s reports of the poor condition of the balcony doors when the property was let. The associated formal complaint into this matter.

This complaint is about: The landlord’s response to the resident’s concerns about its management of a sinking fund; The landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s: transfer request; reports about repair issues, including: draughts from her windows; her kitchen units; garden maintenance; her boiler; request for assistance with her mobility issues; reports about discrimination.

The complaint is about the landlord’s response to the resident’s request for it to remove a tree in her front garden. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to: Reports of antisocial behaviour by the resident’s neighbours. The resident’s request to be re-housed.