Housing Ombudsman Decisions

This complaint is about the landlord’s response to the resident’s: Report of repairs at her property in August 2020. Request to be permanently rehoused.

The complaint is about: The landlords handling of works to cut back overgrown vegetation encroaching on the resident’s garden. The landlord’s handling of works to install additional fencing around the resident’s garden. The landlord’s handling of repairs to an outhouse …

The complaint is about: The landlord’s response to the resident’s concerns about the dual allocation of a car parking space. the landlord’s response to the resident’s request for compensation for damage that was caused to his car. The landlord’s conclusion …

The complaint is about the landlord’s response to the resident’s reports about: Repairs at the property. Alleged damage to his vehicle. The landlord’s complaints handling has also been investigated.

This complaint is about:

The complaint is about the landlord’s response to the resident’s reports about: An offer to carpet the floor when she viewed the property. A rent refund. A reported data protection breach. The complaint handling.

The complaint is about the landlord’s response to the resident’s reports about: damp and mould in June 2019. damp and mould from October 2020. a bedroom being uninhabitable and his daughter sleeping in the front room.

The complaint is about: The landlord’s response to repairs to the windows – specifically the quality of works and delays experienced and request for compensation. The landlord's handling of the resident’s reports of leaks through the boiler flue which resulted …

The complaint concerns: The landlord's handling of the resident’s requests to resolve a leak from a neighbouring property. The landlord’s response to the resident’s compensation request.

The complaint is about the landlord’s handling of: The resident’s report of a faulty boiler. The resident’s request for compensation for home improvements on his previous property. The resident’s report of the cooker space being too small. The associated complaint …

The complaint is regarding: The landlord’s handling of the resident’s Move on Support Package (MoSP) application. The landlord’s response to the resident’s concerns regarding staff conduct and the allocation of a keyworker. The landlord’s handling of the resident’s complaint. The …

The complaint is about: The landlord’s response to the activation of the resident’s carbon monoxide alarm. The landlord’s handlining of the resident’s complaint

The complaint is about the landlord’s response to: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s request to be rehoused. The resident’s reports of damp and mould at his property. The Ombudsman has also considered the landlord’s handling of …

The complaint refers to the landlord’s handling of: Repairs to unblock the resident’s bath pipe. The associated complaint.

The complaint is about the landlord’s handling of: Repairs to the resident’s windows. The resident’s request for bathroom repairs or improvements (specifically, storage).

The complaint is about: The landlord’s handling of the resident’s repairs between 2012 – 2015. The landlord’s handling of the neighbour dispute concerning ownership of the fence and the location of the boundary. The landlord’s handling of alleged Anti-Social Behaviour …

This complaint is about: The resident’s allegation that the landlord’s communications breached General Data Protection Regulations (GDPR) and the landlord’s handling of her Subject Access Request (SAR); The landlord’s management of the resident’s contact preferences; The landlord’s complaint handling.

REPORT COMPLAINT 202112724 Sanctuary Housing Association 26 January 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: Response to leaks and damp as well as a silverfish infestation in the property. Handling of the resident’s request to be rehoused.

The complaint is about the landlord’s Response to the resident’s request for compensation for damaged possessions following a leak at the property. Response to the resident’s reports of her neighbour leaving items in the communal hallway of the building. Administration …

The complaint is about: The landlord’s response to the resident’s request for repairs to be carried out to the gas supply pipe serving her property. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s response to the resident about: Repairs reports for a communal kitchen stack pipe in 2019. Reimbursement for repairs to a communal bathroom stack pipe in 2020.

The resident’s complaint is about: The landlord’s response to the resident’s reports in relation to his storage heating and immersion heater. The landlord’s complaint handling.

This complaint is about: a. the level of redress the landlord awarded in respect of its acknowledged delays and failures while handling the resident’s reports of an inadequate water supply at the property; b. the landlord’s response to the resident’s …

The complaint refers to the landlord’s handling of: The repair to the resident’s heating and hot water system and its offer of compensation. The associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of:

The complaint is about the landlord's handling of the resident's: reports of a mice infestation in her property communication with the resident and her representative; and reports of various repairs in the property, including repairs and mould in the bathroom …

This complaint is about the landlord’s handling of: the resident’s right to buy application; the resident’s request to meet with the mayor; a leak from above into the resident’s property; the resident’s request for bathroom adaptations.

The complaint is about: The landlord’s handling of repairs in the resident’s property. The landlord’s handling of the associated complaint.

This complaint is about the landlord’s Response to the resident’s concerns about the condition of the property when let to her. Complaint handling. Record keeping.

This complaint is about the landlord’s decision to apply for an Alternative Payment Agreement (APA) and its response to the resident’s offer of a payment plan to clear her arrears.

The complaint is about the landlord’s handling of: The resident’s reports of repairs to the property, including to address damp and mould. The resident’s reports of pest issues in the property. The resident's request to be moved to a larger …

The complaint is about: The landlord’s offer of compensation in respect of the handling of the initial Right to Acquire (RTA) application and subsequent complaint handling. The resident having to submit a new RTA application form once the decision was …

The complaint is about: The landlord’s handling of reports of harassment by his neighbour. The landlord’s handling of the associated complaint. The landlord’s record keeping.

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

The complaint is about: The landlord’s handling of the resident’s reports of no hot water and heating and repairs to her storage heaters. The landlord’s handling of the resident’s reports of draughty windows.

The complaint is about the landlord’s response to the resident’s reports of: A leak at the property and the subsequent repairs and associated damage. Asbestos at the property. The landlord’s complaint handling, communication and customer service.

The complaint is about the landlords handling of: Repairs to the residents guttering, garden and communal entrance of the property and the resident’s reports of damp and mould. The associated complaint. The resident’s concerns about the conduct of a contractor …

The complaint is about: The landlord’s handling of the resident’s request for a transfer under medical grounds. The landlord’s handling of the resident’s reports concerning damp and mould at the property, including outstanding repair issues. The landlord’s handling of the …

The complaint is about: The landlord’s response to the resident’s reports of damp and mould issues. The landlord’s failure to communicate in response to the resident’s complaints.

The complaint is about the landlord’s response to the resident’s concerns about his service charge, including his requests for an explanation regarding: the breakdown of current charges; the credits and debits on his statement; carpet cleaning costs; the difference between …

REPORT COMPLAINT 202106387 Optivo 11 January 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 out […]

This complaint is about:

The complaint is about: the behaviour and actions of the landlord’s staff in investigating the resident’s previous antisocial behaviour (ASB) complaint; the landlord’s decision to issue a ‘red card’ to the resident regarding ASB.

REPORT COMPLAINT 202100331 Lambeth Council 8 January 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 concerns: How the landlord handled repairs at the property prior to January 2020. How the landlord handled repairs at the property, including reports of damp and mould, from January 2020 onwards. The associated formal complaint into these matters.

The complaint concerns: The landlord’s decision to remove plants from the resident’s balcony. The formal complaint into the matter.

The complaint is about the landlord’s decision not to grant permission for adaptations at the property, specifically, an extension. The complaint is also about the landlord’s handling of the request for permission to make adaptations at the property.

The complaint is about: The landlord’s handling of the resident’s reports of no heating or hot water in February 2021. The landlord’s handling of the resident’s reports that his radiators were not working in April 2021. The impact the period …

The complaint is about the landlord’s response to: The resident’s request to be decanted or compensated during repairs to the property: The resident’s complaint.