Housing Ombudsman Decisions

This complaint is about the landlord sending a rent arrears letter to the resident.

The complaint is about the landlord’s response to the resident’s concerns about electrical safety. The Ombudsman has also considered the landlord’s complaint handling.

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

The complaint is about the landlord’s handling of: Repairs at the property. The associated complaint.

The complaint is about the landlord’s handling of the resident’s request for a car parking space.

The complaint is about the landlord’s handling of the resident’s reports of no heating and hot water.

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

The complaint is about the landlord’s handling of the resident’s: Report that it breached data protection (GDPR) by disclosing she was an employee and resident to third parties. Reports of antisocial behaviour (ASB) caused by neighbours. Associated complaint.

The complaint is about the landlord’s handling of the resident’s request for: Replacement of windows in her property. Replacement of the kitchen in her property.

The complaint is about the landlord’s: Response to the resident’s reports of ASB in 2023. Response to the resident’s report of a storage heater fire. Response to the resident’s reports of damp and mould in the property. Response to the …

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

The landlord’s response to the resident’s reports of subsidence repair works in the property.

The complaint is about the landlord’s handling of repairs to fix leaks, damp and mould in the riser cupboards. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s handling of the resident’s request for service charge information.

The complaint is about the landlord’s handling of: Information held on its records and sharing of information. Reports of a leak to the resident’s bedroom ceiling. The resident’s Right to Acquire (RTA) application. The resident’s report of antisocial behaviour (ASB). …

The complaint is about the landlord’s handling of a water leak, subsequent remedial repairs and damage to the carpet at the resident’s property. We have also considered the landlord’s complaint handling.

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

The complaint is about the landlord’s handling of the resident’s: Reports of a leak to the roof and the associated repairs within the property. Associated complaint.

The complaint is about the landlord’s handling of communications regarding temporary accommodation between October 2023 and January 2024.

The complaint is about the landlord’s handling of the applicant’s request to succeed the property.

This complaint is about how the landlord handled the resident’s request for a management pack during the sale of her property. We have also considered how the landlord handled the complaint.

The complaint is about the landlord’s handling of: Defects the resident reported at his property. The resident’s parking allocation. The associated complaint.

The complaint is about the landlord’s handling of repairs to the resident’s toilet. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s request for the installation of an electric charging port.

This complaint is about the landlord’s handling of reports of water ingress at the property.

The landlord’s handling of the resident’s request for it to install a lift in her building.

The complaint is about the landlord’s response to the resident’s concerns about the safety of the glass panels on the balconies of the flats at her development.

REPORT COMPLAINT 202329801 Stonewater Limited 21 March 2025 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 the resident’s: Service charge queries. Associated formal complaint.

The complaint is about the landlord’s: Level and increase of service charges. Handling of requests for information about service charges. Complaint handling.

The complaint is about the landlord’s handling of repairs to the bathroom.

The complaint is about the landlord’s handling of the resident’s reports that other tenants were throwing cigarette butts onto her balcony.

The complaint is about the landlord’s handling of the resident’s request for a new bathroom.

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

The complaint is about the condition of the property when let to the resident and the level of compensation the landlord offered for this.

The resident’s complaint is about: The landlord’s handling of the resident’s queries about service charges and the resident’s concerns that the landlord had mislaid her direct debit form. How the landlord calculated the resident’s service charges. The landlord’s handling of …

The complaint is about the landlord’s handling of the resident’s reports about excessive heat in the property.

The complaint is about the landlord’s handling of repairs to external lighting, a toilet cistern, the back gate, the garden fence, and the front door canopy. The Ombudsman has also considered the landlord’s complaint handling.

The landlord’s handling of the resident’s: Request for a refund of rent overpayments. Correspondence from 29 August 2023 onwards.

The complaint is about the landlord’s handling of: The resident’s request for the removal of her phone number from the landlord’s system. The associated complaint.

The resident’s complaint is about the landlord’s handling of the installation of an additional handrail/banister on a communal staircase.

The complaint is about the landlord’s: Handling of the resident’s direct debit payments. Complaint handling.

This complaint is about how the landlord handled repairs to the resident’s front and back doors.

The complaint is about the landlord’s handling of the resident’s reports of outstanding repairs and damage to the property following a long term temporary move to carry out major repair works. We have also considered the landlord’s handling of the …

This complaint is about the landlord’s handling of: An appointment to inspect the disability adaptations in the resident’s home. The associated complaint.

The complaint is about the landlord’s handling of the resident’s request for information about the replacement of the kitchen, bathroom, plumbing and electrics in the property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.

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

The complaint is about the landlord’s handling of: The resident’s concerns regarding the neighbour’s use of commercial vehicles and allocated car parking spaces. The complaint and level of compensation offered.

The complaint is about the landlord’s response to the resident’s concerns about service charges.