Housing Ombudsman Decisions

The complaint is about the landlord’s handling of: Repairs including works to remedy damp and mould, snagging issues in the bathroom, the installation of a double radiator in the bedroom, pipes under the kitchen sink and several lights in the …

The landlord’s handling of the resident’s request for a management transfer due to domestic violence. The landlord’s handling of the resident’s request for a service charge refund.

REPORT COMPLAINT 202316451 Notting Hill Genesis (NHG) 31 January 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 […]

The complaint is about the landlord’s handling of: The level of service charge. The resident’s concerns about a breach of her tenancy agreement. The resident’s service charge account management. Communal door repairs. The Ombudsman has also considered the landlord’s complaint …

The complaint is about: the impact of antisocial behaviour (ASB) on the resident’s health. the landlord’s handling of the resident’s reports of ASB. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s: handling of the resident’s reports of: lift breakdowns. the smell and the overflow of the communal bins. the communal front door repairs. the condition of the communal carpets. handling of the resident’s request to …

The complaint is about the landlord’s: Response to the resident’s: Request for adaptations in the garden. Reports of repair issues following a flood. Complaints handling.

The complaint concerns the landlord’s handling of: The resident’s reports of damp and mould. Damage caused to the resident’s possessions. The resident’s reports of items having been removed from the property without her consent. The resident’s request to be moved …

The complaint is about the landlord’s: Communication regarding an event held in a neighbour’s flat. Handling of the resident’s query about the neighbour’s flooring.

The complaint is about the landlord’s handling of: reports about damage caused by the landlord’s installation of cabling. reports of leaks causing damage to internal walls and damp and mould in the property. reports about missing roof insulation above the …

The complaint is about the landlord’s response to the resident’s reports of: Repairs in the property including damp and mould. Poor communication about repairs and appointments. A pest infestation in the property. The Ombudsman has also investigated the landlord’s handling …

This complaint is about the landlord’s: Response to the resident’s report of repair to her bathroom, including concerns about missed appointments and its communication with her. Response to the resident’s reports of sound transference from the flat above and concerns …

The complaint is about the landlord’s handling of: The resident’s reports of repairs reported within the property. The resident’s reports of a fault with her hot water temperature. The associated complaint.

REPORT COMPLAINT 202209312 Notting Hill Genesis (NHG) 28 October 2024 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 complaint is about the landlord’s: Response to the resident’s concerns following an electrical fire in a communal area of the building. Handling of concerns raised by the resident about fire safety. Handling of the resident’s request for it to …

The complaint is about the landlord’s handling of the resident’s: Reports of repair and access issues with a communal bike shed, including communication. Associated formal complaint.

The complaint is about: The landlord’s handling of reports of damp in the resident’s property. The landlord’s handling of reports of the communal hallway being in poor condition. The landlord’s failures contributing to the death of the resident. The Ombudsman …

The complaint is about the landlord’s response to the resident’s reports of various repairs. This Service has also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s concerns around: Managing agent fees and charges for heating and hot water. Lift breakdowns. Antisocial behaviour (ASB). The standard of communal cleaning. Fire safety. A charge for communal window cleaning. …

The complaint is about the landlord’s handling of: Outstanding repairs to the kitchen ceiling and bathroom sink, the relocation of the resident’s oven following advice from an occupational therapist, and the replacement of the kitchen tap. The replacement of the …

The complaint is about the landlord’s handling of remedial repairs following a mutual exchange. This Service has also considered the landlord’s handling of the associated complaint.

This complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Reports of pests. Concerns about the property’s water tank. Concerns about the property’s windows. Vulnerabilities, health, and welfare concerns. The Ombudsman also considered the landlord’s …

The complaint is about the landlord’s response to the resident’s: Requests for information about a housing application. Reports of required repairs in the property’s kitchen.