Housing Ombudsman Decisions

REPORT COMPLAINT 202309736 The Guinness Partnership Limited 29 November 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 handling of: The resident’s reports of condensation, damp, and mould. The resident’s reports of noise from the bedroom floorboards. The associated complaint. The landlord’s communication with the resident.

The complaint is about the landlord’s: investigation of the resident’s reports about vibration noise; complaints handling.

REPORT COMPLAINT 202303418 The Guinness Partnership Limited 28 May 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 handling of: The resident’s reports of heat loss and repairs to the lounge window and back door. The complaint.

The complaint is about the landlord’s handling of the resident’s request to sell her shared ownership property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s: handling of the resident’s request for a bathroom adaptation, including its requirement for her to sign paperwork in relation to funding of the adaptation; response to the resident’s reports of holes in the bathroom …

The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) due to noise. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about: The landlord’s handling of the resident’s report of a roof leak and its communication with the resident. The landlord’s response to the resident’s request for compensation for damage to her belongings and the kitchen flooring. The …

The complaint is about: The landlord’s decision to upgrade the warden call system. The conduct of the landlord’s staff. The landlord’s complaint handling. The resident also raised complaints about: the landlord appointing a different contractor to install the upgrade the …

The complaint is about: The landlord's handling of repairs following water ingress. The landlord’s response to the resident's concerns about the bin store. The landlord's response to the resident's reports of stolen post. The landlord's handling of the resident's service …

The complaint is about the landlord's handling of: The kitchen replacement works. The resident’s reports of damaged flooring. The resident’s request for a kitchen extension. The associated complaint.

The complaint is about: The landlord’s response to the resident’s concerns about the standard to which tarmacking repairs have been completed. The landlord’s response to the resident’s service charge enquires, particularly concerning the service charges for external estate lights, playground …

The complaint is about the landlord’s: Response to the resident’s reports of ASB. Response to the residents reports of services paid for via the service charge. Increase of the service charge. Complaint handling.

The complaint is about the landlord’s response to: The resident’s reports of a bed bug infestation ; Concerns the resident raised about the housing scheme’s letting criteria; The resident’s reports of antisocial behaviour (ASB). This report will also look at …

The complaint is about: The landlord's handling of the resident's service charge account and request for service charge breakdowns. The increase in service charges and their reasonableness, including communal water and management fees. The landlord’s response to the resident’s complaint …

The complaint is about the landlord’s: Handling of, and communication about, the repairs at the property. Response to the resident’s request of a goodwill payment. This Service has also considered the landlord’s: Complaint handling Record keeping.