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REPORT COMPLAINT 202006581 Hackney Council 31 March 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 […]
This complaint is about: The landlord’s response to the resident’s complaint about noise from taps and creaking floorboards in her neighbours flat prior to June 2016. The landlord’s response to the resident’s reports in September 2020 of issues arising with her neighbour regarding the maintenance and sharing of the front garden. The landlord’s response to the resident’s reports in October 2020 of noise nuisance from her neighbour’s property, including banging from a tap and her neighbour banging on his floor. The landlord’s handling of the resident’s report of Anti-social behaviour (ASB) by her neighbour between 5 November 2019 and 29 July 2020. The landlord’s actions following reports of a water supply issue in her neighbour’s property on 26 November 2019.
The complaint concerns: The landlord’s handling of the resident’s request for re-housing from the local authority. The landlord’s handling of multiple repairs to the resident’s property in 2016 to 2018. The landlord’s handling of multiple repairs to the resident’s property in 2019 to 2020. The landlord’s handling of the resident’s request for re-housing from it. The landlord’s complaint handling.
The complaint is about the landlord’s: handling of the resident’s report that its operatives attended the property without prior notice; handling of the resident’s report that its operatives attended without appropriate personal protective equipment (PPE) and did not maintain social distancing and; removal of waste items left outside the resident’s flat.
The resident has complained about the landlord’s handling of their reports of anti-social behaviour.
The complaint is about: the landlord’s response to the resident’s report about the communal front door, this was raised in February/March 2020. the landlord’s delay in logging the complaint. the way the landlord handled the second complaint about the communal front door, which was raised in July 2020.
The complaint is about the landlord’s: response to the resident’s reports that her property was not suitable for her needs when initially allocated to her; response to the resident’s request to be rehoused through the local authority’s choice based letting system/direct let scheme; communication regarding soundproofing works to her property and her neighbour’s property as a result of antisocial behaviour (ASB) noise nuisance from her neighbour; complaints handling.
The Complaint is about the landlord’s response to resident’s reports about: The administration of the service charge at the property. The issuing of arrears letters and invoices by the landlord. The landlord’s complaint handling. The cost and level of service charge for works carried out at the property and the level of the electricity charges.
The Complaint is about the landlord’s response to resident’s reports about: The administration of the rent account at the property. The landlord's handling of the resident’s requests to staircase the property. The landlord’s complaint handling. The amount of overcharged rent and the interest offered by the landlord.
The resident’s complaint is about the landlord’s response to her reports of ASB as well as the reports of ASB made against her. This Service will also investigate the landlord’s complaints handling.