Housing Ombudsman Decisions

The resident has complained that the landlord has offered insufficient compensation following a large leak and extensive, long term follow up repairs.

This complaint is about the landlord’s handling of: repairs to the resident’s kitchen; the related complaint.

The complaint refers to the landlord’s: handling of proposed upgrades to the resident’s property, complaint handling.

The complaint is about the landlord’s: response to the resident’s reports of disrepair to the external fascia on her property; complaints handling.

The complaint is about the landlord’s application of its abandonment process to the resident.

The complaint is about the landlord’s offer of compensation in relation to the resident’s reports of: a gas leak at the property; its failure to carry out repairs effectively; and contact by a particular member of staff after it had …

The complaint is about the landlord’s offer of compensation, following a complaint regarding the absence of heating and hot water in the property for a period of two weeks, due to the gas not having been uncapped.

The complaint is about the landlord’s handling of the resident’s Right to Buy application, specifically, delay to the process.

The complaint is about the landlord’s response to the resident’s: request for rent statements to be posted to her monthly; request for a key to the communal electricity meter cupboard; request for information about heating help through the government’s ‘Warm …

The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).

The resident complains about the landlord’s handling of his concerns relating to the condition of the garden at his property, and to his subsequent formal complaint.

This Service will investigate the resident’s complaints regarding: The landlord’s response to her reports of ASB; and Its removal of the additional tenancy clauses (ATC). This Service will also consider the landlord’s handling of the resident’s complaint.

The complaint is about: The landlord’s response to the resident’s concerns about the standard of remedial works carried out in 2016, following reports of damp in her property. The landlord’s response to the resident’s reports of damp and mould in …

The complaint is about the level of compensation awarded by the landlord in respect of delays in repairs and damaged personal effects.

The complaint is about the level of compensation offered to the resident by the landlord, following a period of time when her shower was inoperative.

REPORT COMPLAINT 202010618 Knowsley Housing Trust 10 March 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 […]

The complaint concerns the landlord’s handling of repairs to the resident’s heating system.

The complaint concerns: The landlord’s handling of the resident’s reports of disability discrimination towards her household. The landlord’s handling of repairs to the resident’s toilet seat.

The complaint is about the landlord’s decision to remove CCTV at the property.

The complaint is about the landlord’s maintenance of the boiler.

The complaint is about: The landlord’s administration of the resident’s rent account. The resident’s concern in relation to receiving invoices from the local authority’s Housing Benefit service. The landlord’s handling of the associated complaint.

The complaint is about: The landlord’s response to the reports of a repair needed to the intercom system. The landlord’s response to a repair reported about the side gate lock. The landlord’s response to the resident’s concerns about the cleaning …

This complaint is about the landlord’s handling of the resident’s reports of a pest infestation.

The complaint refers to: The landlord’s administration of the resident’s rent account.

The complaint is about: the landlord’s handling of repairs to the exterior of the resident’s property; and the landlord’s complaints handling.

REPORT COMPLAINT 201914186 London Borough of Hackney 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]

This complaint is about the landlord’s response to the resident’s concerns about how it dealt with an infestation at his building following the discovery of a decomposing body in a neighbour’s flat.

The Complaint is about the landlord’s response to residents’ reports about: The level of compensation provided for acknowledged repairs failures at the property. Inappropriate conduct and attending the property without notice. Complaints handling.

The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property.

The complaint concerns the landlord’s handling of repairs to the resident’s fence.

The complaint is about: The landlord’s administration of the resident’s rent account. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s key return at the end of the tenancy.

The complaint is about the landlord’s response to the resident’s reports about: anti-social behaviour counter allegations

The complaint is about the landlord’s response to the resident’s reports regarding repair works to the ‘threshold’ at his patio door and the subsequent amount of compensation it offered.

The complaint is about the landlord’s response to a plumbing repair.

The landlord’s response to the resident’s request for maintenance and cyclical works at the property.

REPORT COMPLAINT 202002309 Peabody Trust 2018 5 February 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 complaint is about the landlord’s response to the resident’s reports regarding a rodent infestation at her property and the amount of compensation it subsequently offered.

The complaint is about the landlord’s handling of the resident’s: reports of a rotten patio door and damp and mould; associated formal complaint.

The complaint concerns the landlord’s handling of the resident’s request to repair the back fence and gate in his property.

The resident has complained that: The landlord failed to respond to their initial reports of a fly infestation The landlord took too long to respond to a leak and the resulting remedial works The landlord took too long to remove …

REPORT COMPLAINT 202000513 Peabody Trust 29 January 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 […]

The resident complains about the landlord’s response to his requests for CCTV footage.

The complaint is about the landlord’s response to multiple requests for repair works to the resident’s heating system.

REPORT COMPLAINT 202005167 Peabody Enterprises Limited 25 January 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 complaint is about the landlord’s response to the resident’s request for compensation in relation to repairs to the property’s guttering, patio door, boiler, wet room and damp and mould.

The complaint is about the landlord’s handling of the resident’s requests for repairs to her hand basin, kitchen ceiling and immersion heater.

The complaint refers to: The Landlord’s handling of repairs to the Resident’s bathroom. The Landlord’s complaint handling of this matter.

The leaseholder (shared owner) has complained that the landlord took too long to respond to two queries during the sale of their home.

The complaint is about: Section 20 work that was completed by the landlord at the resident’s property in 2016. Charges for the section 20 works which the resident opted out of. The landlord’s response to the resident’s request to produce …

The complaint is about the landlord’s handling of the resident’s reports about the standard of grounds maintenance being provided.