Norwich City Council

The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB (including recurring noise nuisance and communal area security issues) and in its complaint handling, plus service…

The Ombudsman found reasonable redress in the landlord's response to concerns about the heating system and increased electricity costs, where the landlord's offer of £100 compensation was reasonable given insufficient…

The Ombudsman found service failure by Norwich City Council in its handling of the change of the property's energy supplier, because it did not follow its procedure when the tenancy ended or when the resident signed a…

The Ombudsman found no maladministration in the landlord's refusal to provide temporary accommodation during damp and mould repairs, as the disruption was not excessive or dangerous and the decision was in line with its…

The Ombudsman found maladministration in the landlord's handling of repairs and the resident's reports of damage following a leak, and maladministration in its complaint handling. The landlord completed works within its…

The Ombudsman found no maladministration in the landlord's handling of the resident's requests for repairs, as the landlord acted reasonably in clarifying resident responsibilities, completing the wet room upgrade…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB, including delays creating an ASB case, failure to complete risk assessments and action plans, and failure to attend a…

Service failure found in the landlord's handling of communal heating and hot water repairs, where avoidable delays prolonged the resident's lack of full use of the amenity and compensation offered was not proportionate.…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour from neighbours nor in its handling of the complaint. The landlord acknowledged and apologised for an…

The landlord failed to replace the resident's front door within a reasonable timeframe and did not provide adequate updates, and it did not fully put right its complaint handling. The Ombudsman found maladministration…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks, damp and mould (unreasonable delays and lack of empathy/updates), and service failure in its complaint handling (poor…

The Ombudsman found maladministration in the landlord's response to delays in starting major repair works to the block, in its response to the resident's repair and safety concerns in the block, and in its complaint…

The Ombudsman found maladministration in the landlord's handling of remedial works following a leak, because the replacement of loft insulation was delayed by around 10 months, well beyond its repair timescales, causing…

The Ombudsman found maladministration in the landlord's response to the resident's reports of noise and ASB. While the landlord's handling was largely reasonable and in line with its ASB policy, it failed to consider…

The Ombudsman found severe maladministration in the landlord's handling of damp and mould: it had been slow to act since at least 2021, failed to complete all listed repairs, kept inaccurate records, delayed works,…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of a leak, as it responded to the original report appropriately and within its policy. However, it found maladministration in…

The Ombudsman found maladministration in the landlord's handling of gas meter issues that left the resident without heating and hot water, and in its handling of the associated complaint, ordering £400 compensation.

The landlord took around 8 months to resolve the kitchen waste pipe repair that prevented the resident installing a cooker, with unreasonable delays in inspecting, accepting the contractor's quote and rebooking…

The Ombudsman found no maladministration in the landlord's handling of the resident's ASB noise nuisance reports or its refusal to withdraw the community protection warning issued to him, and found the removal from the…

The landlord failed to log the resident's August 2022 repair request for her front door and adjacent wall, leading to significant delays of around 17 months, with record-keeping failings and uncertainty whether all…

The Ombudsman found maladministration in the landlord's handling of repairs following a leak from the resident's wet room. There were delays in replacing the wet room floor and completing ceiling repairs, the landlord…

The Ombudsman found severe maladministration in the landlord's handling of damp and mould reports: a survey took 84 days against a 14-day policy target, works orders and completion were heavily delayed (works took over…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB, because it failed to provide clear information on housing options and did not respond to the resident's request for…

The Ombudsman found service failure in the landlord's handling of the resident's reports of antisocial behaviour (noise nuisance), as it did not evidence its investigations or assessments of the noise app recordings,…

The Ombudsman found severe maladministration in the landlord's response to the resident's reports of leaks, damp and mould and in its complaint handling, and maladministration in its responses to her concerns about…

The landlord failed to repair a roof leak within a reasonable timeframe and only offered compensation after its complaints process had ended; the Ombudsman found service failure in both the handling of the roof leak and…

The Ombudsman found severe maladministration in the landlord's response to a lack of water supply (the property had no water for the first 5 days of the tenancy), maladministration in its handling of kitchen repairs and…

The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould, and maladministration in its handling of the resident's complaint. The landlord failed to manage the leak and damp…

The Ombudsman found maladministration in the landlord's handling of the resident's communication requirements and its contractors attending without notice or agreement, and in its complaint handling; service failure in…

The Ombudsman found maladministration in the landlord's 18-month delay repairing a hazardous cracked balcony and its handling of resulting damp and mould, which led to the resident being decanted, ordering an apology…

The complaint concerned the landlord's response to a leaseholder's concerns about his service charge, including the reasonableness of repair costs and management fees and the transparency of information. The Ombudsman…

The Ombudsman found severe maladministration in the landlord's handling of repairs to the resident's kitchen window (delayed over 12 months and unresolved, with insufficient records and no redress beyond an apology),…

The Ombudsman found maladministration in the landlord's handling of fascia board and guttering repairs (including poor communication and failure to confirm appointments) and in its handling of the resident's damp and…

The Ombudsman found service failure in the landlord's handling of damp and mould reports, citing a slow response and a survey that failed to investigate potential underground drainage causes, but found no…

Severe maladministration for failing to resolve damp and mould over 2+ years, leaving resident in mouldy conditions. Service failure for delayed stage 2 complaint response (41 vs 20 working days). Ordered £1,400 total…

The landlord was found to have severe maladministration for its handling of damp and mould reports, taking nearly 2 years to identify significant remedial works, blaming the resident's lifestyle without evidence, and…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and repairs following a leak, and in its complaint handling, ordering £850 compensation and a management review.

The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould, given significant record-keeping gaps, failure to evidence timely action despite a January 2023 survey…

The Ombudsman found service failure in the landlord's handling of a resident's reports of noise-related anti-social behaviour, including wrongly closing the case and delays in re-engaging and investigating a possible…

The landlord was found to have a service failure in its handling of repairs to the guttering, as it failed to provide written notice of appointments despite knowing the residents' vulnerabilities. The landlord was found…

The landlord was found to have maladministration for a five-month delay in responding to reports of damp and mould, failing to take interim action on leaking guttering, and concluding the mould was due to the resident's…

The landlord was found to have maladministration for its handling of a leaseholder's reports of damp, taking approximately 2.5 years to diagnose the cause with significant delays and poor communication. Service failure…

The Ombudsman found service failure by Norwich City Council in its handling of a resident's noise nuisance reports (due to a 10-working-day delay in initial response) and in its complaint handling (due to a 10-month…

The Ombudsman determined that the complaint about service charges for sheltered housing support and alarm costs was outside its jurisdiction, as the dispute concerns whether charges are in accordance with the tenancy…

The Ombudsman determined that the complaint was outside its jurisdiction: the issue about information provided during the 2012 sales process was raised too late (paragraph 39(e)), and the dispute about liability for…