Housing Ombudsman Decisions

The complaint is about the landlord’s: Decision that the resident should be permanently decanted. Handling of the decant. Complaint handling.

The complaint is regarding the landlord’s: Handling of repairs to the resident’s loft and chimney. Response to the resident’s concerns about the works it carried out, in relation to asbestos and building and safety regulation. Response to the resident’s concerns …

The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbour. The landlord’s response to the resident’s concern that he had not been advised of the ASB of his neighbour …

The complaint is about how the landlord handled the resident’s request to assign his tenancy. The Ombudsman has also investigated the landlord’s complaint handling in relation to the above matter.

The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (‘ASB’) by her neighbour. The report will also address the landlord’s handling of the associated complaint.

The complaint is about the landlord’s: Response to the resident’s concerns regarding the sale of property due to the Government’s guidance on fire safety and cladding. Response to the resident’s request for compensation to cover his estate agent fees. Complaint …

The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour from the flat below. The landlord’s response to the resident’s request for a refund of rent for the time that he was living away from his …

The complaint concerns: The landlord's handling of the resident’s reports of the communal entry doors not closing. The landlord's handling of the resident’s complaint.

The complaint is about the level of compensation offered by the landlord for its acknowledged service failures: In response to the resident’s reports about repairs to his kitchen. The complaint handling.

The complaint is about the landlord’s response to the resident’s reports of: The temperature at the property and the need for replacement heaters. Its complaints handling.

This complaint is about: a. the level of the landlord’s service charges for items such as building and communal grounds maintenance; b. the landlord’s response to the resident’s reports about; Service charges a neighbour’s CCTV installation

The complaint concerns the landlord’s: Response to the resident’s request for compensation for damage caused to his carpets, following a leak. Handling of the associated complaint.

The complaint is about the landlord’s handling of: The resident’s request for her laminate and vinyl flooring to be replaced. The resident’s report of no heating and hot water following a leak in her property. The reports of damp and …

The complaint is about the landlord's handling of: the resident’s reports of Anti-Social Behaviour (ASB); and the resident’s housing arrangements. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

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

The complaint is about: The sale of the resident’s property and the landlord’s decision not to provide the resident with an outside tap. The landlord’s handling of the resident's complaint and its adherence to the standards set out in its …

The complaint is about the: The level of redress awarded by the landlord in respect of its acknowledged failings in responding to the resident’s reports of repairs required to the roof at the property. The landlord’s complaints handling.

This complaint is about: a. the level of the landlord’s service charges for items such as building and grounds maintenance; b. allegations of discriminatory practice on the part of the landlord; c. the landlord’s response to the resident’s reports about: …

REPORT COMPLAINT 202012233 Home Group Limited 20 October 2021 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 […]

The complaint is about the landlord’s: Assessment of the resident’s priority for rehousing. Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s reports about a leak, damp and mould at the property.

The complaint is about: The landlord’s decision to no longer include water rates in rent. The level of rent and the amount of the rent increase. The landlord’s complaint handling.

The complaint is about: The landlord’s handling of the resident’s reports of water leak in her property. The landlord’s complaint handling.

The complaint concerns: The landlord’s response to reports of a chip in the bath. The landlord’s assertion that the resident is not permitted access to communal areas. The landlord’s failure to tell the resident of the sinking fund she would …

The complaint is about the landlord’s: Response to the resident’s concerns regarding cigarette smoke penetrating his property from the property below. Response to the resident’s concerns regarding the upkeep of the garden by the tenants from the property below. The …

The complaint refers to: The landlord’s handling of repairs needed to the resident’s fence following damage caused by a neighbour. The landlord’s handling of the resident’s associated complaint.

The complaint is regarding: The landlord’s handling of the applicant’s request to be rehoused. The applicant’s concern that the landlord’s Allocations Policy discriminates against him. The landlord’s complaint handling.

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

The resident has complained about the landlord’s handling of repairs, in particular: Repairs to her front door. Repairs to an insecure electrical socket. Repairs to the door of a kitchen unit and a kitchen drawer. The resident has complained about …

This complaint is about the landlord’s handling of: the resident’s reports of repairs needed at the property; the resident’s reports of mould growth to windows and kitchen pipework; the resident’s reports of rats entering his garden from a neighbour’s garden; …

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

The complaint is about: The landlord’s handling of the resident’s Right-to-Buy application for his property. The landlord’s handling of the associated complaint.

The complaint refers to the landlord’s handling of: The resident’s request for a replacement kitchen. The repairs needed to the resident’s kitchen. The resident’s concern that the landlord had authorised ‘illegal’ repairs to the kitchen. The associated complaint.

The complaint is about: The level of compensation offered to the resident for repair delays. The landlord’s complaint handling.

The complaint is about: -

The complaint is about: The landlord’s response to the resident’s request for re-plastering walls in the property. The landlord’s handling of the resident’s complaint.

The complaint concerns how the landlord dealt with: The resident’s reports of a water leak into her bathroom. Reports of disturbed asbestos in the roof tiles and pipework serving her property. The formal complaint into these matters.

The complaint is about: The resident’s request for a refund of her rent and service charges. The landlord’s handling of the resident’s staircasing request. The landlord’s associated complaint handling.

The complaint is about: The landlord’s handling of the resident’s parking permit application. The landlord’s response to the resident’s concerns about Penalty Charge Notices (PCN’s) issued against her.

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

This complaint is about: a. Repairs which the landlord instructed in response to an ongoing noise dispute, and the delays to those repairs. b. The resident’s request to be re-housed c. The landlord’s complaint handling

This complaint is about: The landlord’s handling of the resident’s transfer application. The resident’s request for a management transfer. The landlord’s record keeping.

The complaint is about the landlord’s response to the resident’s reports of: Anti-social behaviour (ASB) at the property. Staff conduct. The landlord’s complaint handling and communication.

The complaint is about: The landlord’s handling of the resident’s bath replacement. The landlord’s complaint handling.

This complaint is about: The landlord’s handling of issues with heating and hot water from the communal plant room. The landlord’s overall management of the servicing of the heat interface units (HIUs). The landlord’s decision to reintroduce a heating and …

This complaint is about the landlords handling of the resident’s: Reports of overgrown trees depositing debris in his garden. Reports of boiler repairs in October 2020. Request for assistance with the costs of home improvements/disability adaptations. Subsequent formal complaint. Reports …

The complaint is about the landlord’s response to the resident’s reports of: An operative attending the resident’s property without authorisation. The operative’s conduct.

REPORT COMPLAINT 201910096 Whitefriars Housing Group Limited 30 September 2021 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 […]

The complaint is about: The landlord's response to a report of flooding in the property following a burst bathroom pipe and the amount of compensation offered. The landlord’s complaints handling. A representative has been acting on the resident’s behalf when …

The complaint concerns: The landlord charging the resident for a service charge he was not liable for. The landlord’s handling of the resident’s enquiries and complaint.

This complaint is about the landlord’s handling of: the resident’s reports of damp in the property; concerns raised by the resident about asbestos in the property; property insulation works; the related complaint.