Housing Ombudsman Decisions

The complaint is about the landlord’s: response to the resident’s reports of a leak at his property; complaints handling.

The resident complains about how the landlord handled his reports of repairs needed to: The boiler. The front door.

The complaint concerns: The landlord’s handling of the resident’s reports of noise disturbances. The landlord’s complaint handling.

The complaint is about the landlord’s: Consideration of the resident’s transfer application. Support to the resident in applying for alternative accommodation. Handling of the resident’s reports of antisocial behaviour (ASB). Complaints handling.

The complaint refers to the landlord’s handling of: the repairs needed to the resident’s back door. the resident’s concerns about a tenancy warning letter being issued. the associated complaint.

REPORT COMPLAINT 202100667 Town and Country Housing August 16 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 condition of the property when the resident moved in there. The landlord’s handling of the subsequent repairs to the resident’s property. The landlord’s associated complaint handling.

The complaint refers to the landlord’s handling of the resident’s: concerns regarding the smoke detector system in his property. concerns about the extractor fan in his kitchen. associated complaint.

The complaint is about the landlord’s response to the resident’s report of a leak. The complaint is about the complaint handling.

The complaint refers to the landlord’s handling of: communal cleaning at the resident’s property. the resident’s Subject Access Requests. The resident’s concerns about the landlord’s decision to issue a single point of contact arrangement. the associated complaint.

The complaint is about the landlord’s response to the resident’s report of a leak in the roof. The complaint is about the complaint handling.

The complaint is about the landlord’s handling of the resident’s reports about the communal lift in the building. This investigation has also considered the landlord’s complaints handling.

The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s concerns regarding a breach in confidentiality. Complaint handling.

The complaint is about the landlord’s: Handling of the residents’ reports of a leak at the property. Complaint handling.

The complaint concerns: The landlord’s handling of the resident’s concerns around the safety of electrical works carried out in September 2018. The length of time taken by the landlord to carry out repairs to the resident’s heating and hot water …

The complaint is about the landlord’s handling of: repairs to the resident’s rear door and stairway handrail. the resident’s request to be reimbursed for additional heating costs associated with the rear door repair.

The complaint is about the landlord’s: Handling of the end of the resident’s tenancy following her death. Requests to speak with the resident following her death.

The complaint is about the landlord’s: Response to the resident’s request for an EWS1 form and works start dates. Response to the resident’s request to reimburse the fees she incurred in relation to the sale of her property. Complaint handling.

The complaint is about: The level and reasonableness of the service charge. The landlord’s response to the resident’s enquiries about repairs to a dormer window at the building. The landlord’s response to the resident’s enquiries about repairs to a communal …

This complaint is about the landlord’s handling of: a consultation with residents prior to the introduction of a parking control scheme; the related complaint.

The complaint is about: The landlord’s handling of the emergency assistance pull-cord service in the resident’s property. The landlord’s handling of repairs to the resident’s hot water system at the property.

The complaint is about: The resident’s liability to pay service charges for works which she is dissatisfied with. The landlord’s handling of repairs to the resident’s guttering, roof and windowsill. The landlord’s handling of the associated complaint.

The complaint refers to: The landlord’s handling of adaptations needed within the resident’s property. The resident’s concerns about the recommendations made by Occupational Therapy. The landlord’s handling of the associated complaint and record keeping.

The complaint is about: The landlord’s handling of the resident's Subject Access Request (SAR). Allegations made against the resident and the landlord’s decision to terminate her tenancy. The landlord’s handling of the resident's reports of Anti-Social Behaviour (ASB). The Ombudsman …

The complaint concerns the landlord’s response to: the resident’s reports about the communal lift being out of service. the resident’s reports about the faulty front entry gate. the resident’s reports regarding graffiti and fly tipping. the resident’s reports regarding parking …

The complaint is about the landlord’s: Response to the resident’s concerns that it issued him a warning letter preventing him from raising complaints regarding staff conduct. Complaint handling.

The complaint is regarding: The landlord’s handling of repairs to the resident’s roof and ceiling. The landlord’s response to concerns the resident raised regarding asbestos. The landlord’s response to reports of flies coming into the resident’s property via vents.

The resident has complained about: The landlord’s response to their reports about noise from doors in the building. The landlord’ response to their reports of the smell of cigarettes and alleged drug taking entering their home.

The complaint is about the landlord’s: Response to the resident's reports that contractors were rude; that their attendance for communal drainage works contravened Covid-19 restrictions; and that they allegedly caused damage and mess when accessing his bathroom. Handling of the …

This complaint relates to: the landlord’s handling of the resident’s reports of a water outage. the actions of the managing agent.

This complaint is about the landlord’s response to: The resident’s reports of repairs to his rear living room window. The resident’s report of alleged anti-social behaviour (ASB). The resident’s concerns about calls he made to the landlord on 3, 4 …

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

The complaint is about: The landlord’s handling of repairs carried out at the resident’s new property. The landlord’s handling of reports that contractors damaged the resident’s possessions. The landlord’s handling of the reports about the conduct of contractors at the …

The resident complains about: How the landlord handled repairs needed at the property, primarily to address damp and mould, from September 2017 to June 2018. How the landlord handled repairs needed at the property, primarily to address damp and mould, …

The complaint concerns: How the landlord handled the resident’s reports of repairs to the property. The quality of the completed repairs. The amount of compensation offered by the landlord. The formal complaint into these matters

The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbours. The landlord’s handling of the resident’s request for a property transfer. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s: Response to the resident’s concerns about anti-social behaviour (ASB). Handling of the replacement of a boiler. Response to reports of mould and the installation of ventilation fans. Response to the resident’s request to be …

The complaint is about: The landlord charging the resident rent for a property he is not living in. The landlord’s disposal of the resident's belongings and communication. The landlord offsetting the resident’s home loss payment against rent arrears. The landlord’s …

The complaint is about the landlord's: response to the resident’s reports of defects at the property, response to the resident’s reports of problems with the cleaning of the communal areas and maintenance of the grounds at the property, response to …

The complaint is about: The landlord’s handling of the resident’s complaint in 2020 about outstanding repairs. The resident’s dispute of some of her service charges.

The complaint is about the landlord’s: handling of the resident’s request for repairs to his bedroom radiator. associated complaint handling.

The complaint is about the landlord’s: Response to the resident’s concerns that it had failed to complete recommendations following fire risk assessments. Response to the resident’s concerns regarding its proposal to replace the front doors of all properties within the …

The complaint is regarding: The landlord’s response to the resident’s reports of damage caused to his kitchen ceiling and its handling of the repair to his shower/wet room. The landlord’s complaint handling. The landlord’s response to the resident’s request to …

The complaint concerns: The landlord’s banding and priority allocation in respect of the resident’s housing need and request for a three-bedroom property on overcrowding and medical grounds. The landlord’s handling of the resident’s contact as to her housing situation and …

The complaint is about: The landlord’s handling of cladding remediation works including how long the works have taken to complete, the landlord’s communication about funding arrangements, and the impact the situation has had on progressing the sale of the resident’s …

The complaint is about the landlord’s handling of: repairs at the resident’s property. the resident’s request for an adaptation to the bath. the resident’s reports of a rat infestation in his loft; and the resident’s concerns of potential asbestos in …

REPORT COMPLAINT 202103874 Guinness Housing Association Limited 19 August 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 handling of repairs to the resident’s kitchen. Information provided to the resident about when her kitchen would be refurbished.

The resident has complained about: The quality of the services provided through the service charges at their sheltered housing scheme. The amount charged by the landlord in the service charges.

REPORT COMPLAINT 202004238 Citizen Housing 18 August 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 is set […]