Housing Ombudsman Decisions

The complaint is about the landlord’s handling of: Damp in the resident’s property and the length of time taken to complete repairs. The resident’s enquiries about a service charge bill.

REPORT COMPLAINT 202005612 Lambeth Council 2 February 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 is […]

The complaint is about: The level of compensation offered by the landlord in response to the concerns raised about the windows in the property. The landlord’s complaints handling.

REPORT COMPLAINT 202102330 Clarion Housing Association Limited 2 February 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 the resident’s reports of: The smell of petrol fumes from his neighbour’s property. Noise nuisance.

This complaint is about the landlord’s: Response to the resident’s reports of back surging sewage in the property; Complaint handling.

The complaint is about the landlord’s: handling of the resident’s reports of repairs to her porch roof, leaks inside her property, and hanging wires; complaints handling.

This complaint is about the landlord’s handling of: The replacement of tiles in the resident’s kitchen. Works to the resident’s garden and fence.

The complaint is about the landlord’s handling of: Report of repair issues to the roof. Report of repair issues to patio doors. Report of repair issues to windows. The resident’s request for compensation for redecoration following fire place removal. The …

The complaint is about: The landlord’s response to the resident’s request to be reimbursed for increased water bills following a leak. The landlord’s complaint handling.

The complaint is about: The size of the replacement toilet provided by the landlord. The associated complaint.

This complaint is about the landlord’s: Handling of the resident’s application for a landlord licence; Response to the resident’s concerns about its administration of a major works notification and service charges; complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports of issues with the heating and hot water. The associated complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports of a faulty washing machine, and request for a smart meter. The associated formal complaint.

This complaint is about the landlord’s handling of: the resident’s report of an incident that included threats made to her household; the resident’s request to be moved; repairs to a communal front door.

The complaint is about the landlord’s response to: The resident’s report of the neighbour’s cat fouling and items left in the communal stairwell. The resident’s report of Anti-Social Behaviour by the neighbour’s grandson. The associated complaint.

The resident complains about the landlord’s handling of:

The complaint is about the landlord’s: response to the resident’s concerns that the property was incorrectly advertised as having access to a driveway; reimbursement and communication of its goodwill offer relating to application fees.

The complaint concerns: The level of compensation offered by the landlord due to its handling of repairs following a burst water main at the resident’s home, and the disruption caused by follow on remedial works. The landlord’s complaint handling.

The complaint is about: The resident’s concerns about visits made to their property by the landlord. The landlord’s handling of repairs to the resident’s porch. The landlord’s handling of the associated complaint.

The complaint is about:

The complaint is about: The landlord’s handling of the resident’s annual gas service. The landlord’s handling of radiator repairs. The landlord’s administration of the resident’s rent account. The landlord’s communication and complaint handling. Staff entering the resident’s home without permission. …

The complaint is about: The landlord’s response to the resident’s requests for it to replace damaged flooring and cupboards at his property following a leak there. The landlord’s response to the resident’s requests to replace the turf in his property’s …

The complaint is about the landlord’s handling of: The resident’s reports of damage to his flooring. The associated complaint.

The complaint is about the landlords response to the resident’s: concerns about a risk marker placed on his tenancy file; reports of repair works to his boiler and plastering of his kitchen wall.

The complaint is about the landlord’s: Response to the resident’s reports that her taps and shower were not working properly. Complaint handling.

The complaint concerns how the landlord: responded to the resident’s reports of a leak in the property. how it handled the associated repairs.

The complaint is about the landlord’s handling of the resident’s reports of: A gas leak that impacted the residents health. The length of time it took to repair the heating and hot water system. Damp issues. The conduct of the …

The complaint is about: the landlord’s handling of repairs to the resident’s bathroom including, amongst others: replacement of the radiator, re-tiling, installing the resident’s new toilet. the landlord’s handling of the resident’s complaint.

The complaint is about: The landlord’s handling of repairs to the guttering and downpipes at the resident’s property and the compensation offered for delay. The landlord’s response to the concerns raised about internal damage to the resident’s property. The landlord’s …

The complaint is about the landlord’s handling of: The resident’s reports of faulty television aerial sockets. The associated complaint.

The resident’s complaint is about the landlord’s handling of repairs and his complaint.

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

The complaint is about the landlord’s handling of: The resident’s housing application. A pest infestation in the resident’s property. The resident’s reports of unacceptable staff conduct demonstrated by the Housing Officer.

The complaint is about: The landlord’s handling of repairs to the guttering at the resident’s property and its response to the resident’s reports of damp and mould. The landlord’s handling of the installation of a kitchen extractor fan. The landlord’s …

The complaint is about the landlord’s handling of: Repairs to the resident’s property. The resident’s request to be rehoused, including whether the landlord has considered her vulnerabilities when assessing whether she should be rehoused. An infestation of pests.

The complaint is about the: The landlord’s handling of the resident’s reports about her neighbour throwing food in the garden which attracted pests and vermin. The landlord’s complaint handling.

The complaint concerns how the landlord handled the replacement of an extractor fan in the bathroom of the property. The Ombudsman has also considered the landlord’s complaint handling in relation to the resolution it offered.

The complaint is about: the compensation offered to the resident by the landlord for the loss of heating and hot water. the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour. The resident’s request for a sound-proofing assessment. The resident’s request for rehousing.

The complaint is about the landlord’s response to the resident’s reports about: Leaks. Lifts. Complaint handling.

The complaint is about the landlord’s: Handling of the resident’s concerns about the condition of the property including her understanding that it was in a noise-controlled area. Handling of the resident’s reports of various repair issues including those relating to …

The complaint concerns: How the landlord handled the cleaning of the carpet in the communal area of the building following a report from the resident. The associated formal complaint into this matter.

The complaint concerns how the landlord handled: Noise nuisance from a scrapyard near the property. The sale of the property to the resident. The associated formal complaint into these matters.

The complaint is about the landlord’s response to: The resident’s reports of water ingress. The resident’s reports concerning the lift shaft, broken Perspex, trees outside the property and damp and mould. The associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of: The level of compensation following leaks and associated damage from a boiler repairs. Complaint handling through its internal complaints process.

The complaint is about: The landlord’s handling of the resident’s reports of water ingress, damp, and other repairs to the property. The landlord’s handling of the resident’s temporary decant and his request for a permanent move. The landlord’s complaints handling.

The complaint is about the landlord’s response to the resident about: issues with the water pressure and temperature. damp and mould and a request for a surveyor inspection. The Ombudsman has also considered the landlord’s complaints handling.

The resident’s complaint was about: The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the resident’s concerns regarding the removal of the neighbour’s garden wall. The landlord’s complaint handling.

This complaint is about the landlord’s handling of the: repairs to the front door report of the conduct of the operatives repairing the front entrance door report of the conduct of its staff resident’s reports of anti- social behaviour and …