Our decisions are published as part of our commitment to being open and transparent. The decisions are anonymised so residents’ names are not used, but landlords are named. The decisions date from December 2020, and are published 3 months after the final decision date. In some cases, we may decide not to publish a decision if it is not in the resident’s or landlord’s interest or the resident’s anonymity may be compromised. You can read more in our guidance on decisions.
REPORT COMPLAINT 202015791 Citizen Housing 5 November 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 […]
The complaint is about: The local authority’s decision to allocate the property to the resident and the conduct of the Allocations Officer. The landlord’s response to the resident’s concerns regarding the safety of the electrical, water, drainage, and heating systems. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbour. The landlord’s response to the resident’s concern that he had not been advised of the ASB of his neighbour before his tenancy began. The landlord’s handling of required repairs following a leak into the resident’s property. The landlord’s handling of the associated complaints.
The complaint is about: The landlord’s handling of the resident’s communal electricity charges and refund. The landlord’s handling of the resident’s associated complaint.
The complaint refers to: The landlord’s handling of the resident’s concerns about the location of the bin storage area, the standard of cleaning in the communal areas at his property and consequent request for a refund of his service charge. The landlord’s handling of the associated complaint.
The landlord’s handling of the resident’s reports they were missold their property due to the increase and level of service charges they are liable to pay. The landlord’s response to the resident’s reports that the landlord had violated the section 106 agreement for the property. The landlord’s response to the resident’s concerns that the landlord should not be able to charge an administration fee.
The complaint is about: The landlord’s response to the resident’s reports of no heating and hot water in the property. The landlord’s associated complaint handling.
The complaint is about the landlord’s handling of soundproofing to the resident’s home.
The complaint concerns the Council’s Environmental Health Department’s response to the complainant’s request for noise monitoring equipment and the outcome of its investigation of their noise reports.
The complaint is about how the landlord handled the resident’s request to assign his tenancy. The Ombudsman has also investigated the landlord’s complaint handling in relation to the above matter.