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.
The resident’s complaint is about: The landlord’s pursuit of service charges to be paid in accordance with the lease; The landlord’s handling of capital works to the property, including the appointment and management of the contractor; and The landlord’s handling of its communications with the resident.
The resident complains about the landlord's handling of: Their reports of an unsecure satellite dish in 2015, reports of damage to the conservatory roof related to this in 2016, and a subsequent claim for compensation. A leak from the conservatory roof in August 2021, the handling of the complaint about this matter, the handling of a claim for compensation, and response to ongoing issues with the conservatory roof in 2022. A leak from the conservatory roof in August 2020. The complaint about the leak from the conservatory roof in August 2020, and request for compensation. The Ombudsman has also considered the landlord’s record keeping.
The complaint concerns: The landlord’s handling of a leak and damage to the resident’s kitchen cupboard and flooring. The landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports about anti-social behaviour from a neighbouring property.
The complaint is about The landlord’s handling of the resident’s reports of noise and other anti-social behaviour from an upstairs neighbour in a previous property. The arrangements for moving and the administration of the resident’s rent account following a decant to a new property.
REPORT COMPLAINT 202124583 Guinness Housing Association Limited 18 July 2022 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 concerns: the conduct of the landlord’s staff in relation to the resident’s request to move to another property. The associated formal complaint into this matter
The complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. Repairs to a leak in the resident’s property.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour. The landlord’s handling of the installation of a trellis on the resident’s fence. The landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s damaged laminate flooring in her hallway.