Housing association
Performance summary based on published UK Housing Ombudsman determinations. Figures reflect only complaints that reached a formal determination and are not a complete measure of service.
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Count of outcomes reached across complaint heads in 501 published decisions.
Notting Hill Genesis's maladministration rate (85%) is higher than the average for housing association (79%) across published Ombudsman determinations.
202439478 Housing association
Severe maladministration was found in the landlord's handling of persistent leaks, damp and mould in the bathroom, where it failed to investigate underlying causes, carry out effective repairs, or consider household…
202413929 Housing association
Service failure found in the landlord's response to the resident's concerns about a DNVA flag on her account, as it failed to explain why it previously told her the flag would be removed and did not offer compensation.…
202434608 Housing association
Severe maladministration was found in the landlord's response to the resident's reports of no heating or hot water. The gas was capped in July 2024 following failed safety inspections, and the resident was left without…
202329362 Housing association
Service failure was found in how the landlord handled the resident's concerns about scaffolding security following a burglary, as it did not conduct a thorough investigation. Service failure was also found in the…
202408474 Housing association
There was maladministration in the landlord's handling of the resident's service charge queries and request for actual service charge costs. The landlord delayed responses, failed to address specific concerns about…
202500630 Housing association
The Ombudsman found reasonable redress in both the landlord's handling of reports of a roof leak and its complaint handling. The landlord acknowledged its failings, apologised, and offered £600 compensation which the…
202450359 Housing association
The Ombudsman did not investigate the resident's reports of repairs, damp and mould because these were subject to ongoing court legal proceedings. It found service failure in the landlord's handling of communal cleaning…
202525087 Housing association
The Ombudsman found reasonable redress in the landlord's handling of heating and hot water repairs (significant delays but acknowledged and compensated), maladministration in its handling of door repairs and associated…
202526586 Housing association
There was maladministration in the landlord's response to the resident's concerns about its handling of his complaints. The landlord failed to follow its complaints policy on acknowledgements and extensions, provided…
202432279 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's transfer request, reasonable redress for its handling of damp and mould repairs, and service failure in its complaint handling. It…
202519472 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a pest infestation and associated repairs, in its handling of window repairs, and in its complaint handling. It found no maladministration…
202538183 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of window repairs, because although it awarded compensation for the 3-year delay, it failed to explain how the compensation was…
202401032 Housing association
The landlord made reasonable offers of redress for its communication failures regarding staff communication and surveyor conduct, which the Ombudsman found resolved those errors. There was no maladministration in the…
202418562 Housing association
The Ombudsman found maladministration in the landlord's handling of boiler repairs, where it failed to communicate effectively, assess the resident's needs or consider the impact of losing bathing facilities for 48…
202517561 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports (relying on cosmetic treatments without investigating the cause over ~5 months) and in its handling of ASB reports (failing to…
202331349 Housing association
The landlord was found to have service failure in its response to a pigeon infestation and communal cleaning issues, including an unexplained delay in carrying out promised cleaning and failure to address health risk…
202449626 Housing association
Maladministration in the landlord's administration of service charges for 55 leaseholders, including missed estimate items, delayed actual costs, poor invoice management, and failure to follow through on commitments.…
202346956 Housing association
The Ombudsman found reasonable redress in respect of the landlord's handling of reports about email correspondence, requests for service charge information, and the associated complaint. The landlord acknowledged its…
202411943 Housing association
There was maladministration by the landlord in its handling of reports of poor communication, as it acknowledged delays and failings in responding to the resident's emails but offered the £335 compensation only after…
202416680 Housing association
Severe maladministration in rent account handling; maladministration in succession application, damp and mould, and complaint handling. Landlord ordered to apologise, pay £2,950 compensation, arrange an inspection, and…
202518230 Housing association
The Ombudsman found reasonable redress for the landlord's handling of bathroom repairs and the associated complaint, maladministration for its handling of damp and mould in the kitchen (which took over 8 months to…
202347833 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's letterbox upgrade due to poor communication, lack of oversight of its contractor, and accessing the letterbox via a master key without…
202321386 Housing association
The Ombudsman found maladministration in the landlord's decision not to pay the resident compensation for inconvenience caused by cladding repair works, as it failed to justify treating her differently from other…
202527809 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks, heating issues, pests, and the complaint itself, and service failure regarding concerns about a letterbox and door…
202331584 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for garden repairs due to fox activity, service failure in its administration of the service charge account, and reasonable…
202539929 Housing association
The Ombudsman found service failure in the landlord's handling of reports of a lack of heating and hot water, poor kitchen lighting and skylight request, uneven paving, and complaint handling, and maladministration in…
202534680 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's concerns about the withdrawal of a housing offer, as the landlord acted in line with policy, apologised for a short communication…
202429825 Housing association
There was maladministration in the landlord's handling of the resident's reports of noise-related ASB, as it failed to follow its ASB policy (no risk assessments, action plan, or clear communication) over a year. The…
202405646 Housing association
The Ombudsman found the level of rent and service charge increase was outside its jurisdiction. It found maladministration in the landlord's failure to respond to the resident's service charge query for over 5 months,…
202341104 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a leaking tap repair, where the landlord apologised, offered £150 compensation and identified learning. It found service failure in the landlord's…
202342834 Housing association
The Ombudsman found maladministration in the landlord's handling of a heating repair, which remained outstanding for over two years and was not progressed in line with its repair timescales, with record-keeping and…
202412624 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about frequent water supply disruptions, as it failed to manage expectations about ongoing works or consider tailored support for…
202345197 Housing association
No maladministration was found in the landlord's actions and communications regarding the resident's service charge arrears, as the landlord gave reasonable warnings and opportunities before taking recovery action. The…
202518397 Housing association
The Ombudsman found reasonable redress in the landlord's response to concerns about the suitability and condition of the home, and in its complaint handling. The landlord failed to act on agreed actions, gave unclear…
202405984 Housing association
The Ombudsman found maladministration in the landlord's handling of a window repair, concerns about staff conduct, a cockroach infestation, and its complaint handling, plus service failure in its handling of the…
202331347 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's Japanese knotweed concerns, as the compensation package offered at stage 2 was proportionate. However, it found maladministration in…
202408162 Housing association
The Ombudsman found no maladministration in the landlord's handling of damp and mould reports, but found maladministration in its handling of pest infestation reports, building security concerns, and the resident's…
202405383 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of inadequate heating, primarily due to a 10-month delay in communicating heat loss survey findings which caused confusion and…
202516715 Housing association
The Ombudsman found service failure in the landlord's handling of a leak and subsequent damp and mould, and in its complaint handling. The landlord unreasonably delayed addressing damp and mould concerns and…
202520236 Housing association
The Ombudsman found maladministration in the landlord's handling of bathroom repairs and reports of damp and defective plaster, service failure in its handling of electrical safety concerns and a request for a breakdown…
202534880 Housing association
The landlord provided reasonable redress for its handling of the resident's reports of fungal growth, having awarded £250 compensation for delays and communication failures, though the remedy was significantly outside…
202511140 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's request for tree maintenance and in its complaint handling. The landlord delayed responding, failed to update the resident, took 3…
202340096 Housing association
The Ombudsman found reasonable redress in the landlord's handling of rat reports and communal bin provision, and in its complaint handling (where it delayed its stage 2 response but apologised and offered sufficient…
202337724 Housing association
The Ombudsman found service failure in the landlord's communication about heating and hot water charges and about rent and service charges, and reasonable redress in its complaint handling. The landlord was ordered to…
202329123 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's service charge enquiries, handling of ASB reports, handling of communal door repairs, response to cleaning and gardening concerns, and…
202518910 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of ASB and reports of damp and mould and associated damage, and reasonable redress in its handling of a pest infestation and the associated…
202330877 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports of a leak and of temporary accommodation, as the landlord recognised its failings and offered appropriate compensation. However, it found…
202344937 Housing association
The Ombudsman found reasonable redress in the landlord's handling of heating system repairs, where avoidable delays occurred but the landlord's compensation offer of £756.32 appropriately recognised the impact. It found…
202305960 Housing association
The Ombudsman found maladministration in the landlord's response to leaks, associated repairs, temporary accommodation expenses and damaged belongings, and in its response to repairs throughout the property, due to…
202347192 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of uneven flooring, which had been outstanding for 3 years and involved a potential health and safety risk that was not promptly addressed. It…
202321218 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about parking, where it gave incorrect information in the advert, wrong advice about who to contact and which bay to park in, and…
202315084 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's communal area repair requests, as it identified a service failing, apologised, offered appropriate compensation and demonstrated…
202441353 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's intermittent hot water supply, due to avoidable delays, inadequate communication, poor record keeping and lack of evidence the repair…
202519335 Housing association
The Ombudsman found service failure in the landlord's handling of damp repairs due to failures to follow its policies, timescales and processes, and poor communication. It found reasonable redress for the handling of…
202345914 Housing association
The Ombudsman found the complaint about the level of service charges and value for money was outside its jurisdiction. It found maladministration in the landlord's response to concerns about service charge transparency,…
202339021 Housing association
The Ombudsman found maladministration in the landlord's response to repair reports concerning balcony drainage, due to failure to complete repairs in policy timeframes and poor communication. It also found reasonable…
202424882 Housing association
The Ombudsman found maladministration in the landlord's handling of a communal light repair, a leak, and a window repair; service failure in its handling of a communal door repair and communication from a housing…
202327302 Housing association
The Ombudsman found reasonable redress, maladministration, severe maladministration in the landlord’s handling of The landlord’s handling of the resident’s concerns that it had incorrectly charged her for services. Our…
202331737 Housing association
The Ombudsman found reasonable redress for the landlord's handling of reports of condensation and a subsequent damp patch, and for its complaint handling. The landlord acknowledged its failings, apologised, acted on…
202420475
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the theft of the resident’s bike from the communal bike store..
202413821 Housing association
The Ombudsman found severe maladministration, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Reports of leaks, a loss of heating and hot water, and associated repairs.…
202514083 Housing association
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for rehousing. Complaint handling.…
202340423 Local authority / ALMO / TMO
The Ombudsman found reasonable redress, service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Providing a copy of the tenancy agreement to the resident.…
202439937 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaking bedroom window repair that remained unresolved for nearly 3 years, and in its handling of the associated complaint, which breached the…
202402004 Housing association
The Ombudsman found maladministration, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s: response to the resident’s request to be moved handling of the associated complaint Our…
202326665 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the balcony and windows due to a lack of proactive progression, delays, and poor communication. It found no maladministration in the…
202445989 Local authority / ALMO / TMO
The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s transfer application. We have also investigated the landlord’s…
202405057 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the vents, a recurring leak, and the front door, due to repeated delays outside policy timescales and failure to provide clear timeframes or…
202408092 Housing association
The complaint about the increase in the resident's service charge was outside the Ombudsman's jurisdiction. However, the Ombudsman found service failure in the landlord's response to the resident's request for…
202334198 Local authority / ALMO / TMO
The Ombudsman found maladministration, reasonable redress, severe maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: Report of a loss of heating and hot water.…
202521451 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the resident's housing transfer request and responses to her emails, noting the landlord apologised and offered proportionate compensation. It found…
202441711 Local authority / ALMO / TMO
The Ombudsman found service failure, maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of issues with the electricity meter including…
202502555 Housing association
The Ombudsman found maladministration in how the landlord dealt with repeated reports of leaks over a 30-month period, including failing to investigate the cause and not following its damp and mould policy. It found…
202513996 Housing association
The Ombudsman found no maladministration, reasonable redress, maladministration, severe maladministration, service failure in the landlord’s handling of the landlord’s handling of: Reports of a leak from the kitchen…
202508707 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of damp and mould. We have also considered the…
202414839 Housing association
The Ombudsman found maladministration, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s response to: the resident’s reports of delays to cyclical works in the property the…
202314921 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports of electrical problems, the resident's request for a management move, and the complaint. The landlord did not meet its repairs timescales and…
202347308 Housing association
The Ombudsman found reasonable redress in the landlord's response to reports of ASB and the resident's request to move to alternative accommodation, and in its complaint handling. The landlord acknowledged its failings,…
202449049 Housing association
The Ombudsman found maladministration, no maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of a rat infestation. The associated complaint. Our…
202443078 Housing association
The Ombudsman found maladministration in the landlord's handling of actual service charges for 2022 to 2023, as it repeatedly missed timeframes and failed to keep the resident updated, with the issue remaining…
202509674 Housing association
The Ombudsman found maladministration in the landlord's handling of a window repair, as it failed to address the resident's health and safety concerns about a window that would not lock and did not provide a timely or…
202451578 Housing association
Severe maladministration was found in the landlord's handling of a boiler repair, where it failed to investigate the resident's concerns about its contractor and left the resident without heating and hot water for 9…
202510446 Housing association
The Ombudsman found maladministration, service failure, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s handling of: Bathroom leaks. Repairs to the front and back door. Repairs…
202511620 Housing association
Service failure was found in the landlord's handling of repairs to the roof and windows, lack of loft insulation, and damp and mould, due to significant delays and failure to follow its damp and mould policy. Reasonable…
202514789 Housing association
The Ombudsman found maladministration, service failure in the landlord’s handling of Our decision (determination) We found: Maladministration in the landlord’s handling of repairs and damp. Service failure in the…
202425468 Housing association
The Ombudsman found service failure, severe maladministration, maladministration, reasonable redress in the landlord’s handling of the landlord’s response to the residents: Reports of damp and mould. Associated…
202438585 Housing association
The Ombudsman found reasonable redress in the landlord's response to reports of ASB, damp and mould, and its complaint handling. Although the landlord delayed addressing both issues and its complaint responses…
202510180 Local authority / ALMO / TMO
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of roof leaks and associated damp…
202447873 Housing association
The Ombudsman found reasonable redress, service failure, severe maladministration, maladministration in the landlord’s handling of The landlord acknowledged its failures in response to the complaint. In line with its…
202414212 Housing association
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of The landlord’s handling of the resident’s concerns about her reported repairs and request for a shower screen. We have also…
202506714 Local authority / ALMO / TMO
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of the lift breaking down. Request for rehousing. Concerns about…
202407446 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration, outside jurisdiction, service failure in the landlord’s handling of The landlord’s proposal to charge the resident for repairs to the…
202423262 Housing association
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of : The landlord’s handling of repairs to the hot water and heating supply. The landlord’s complaint handling.…
202514101 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration, service failure in the landlord’s handling of The landlord’s handling of the resident’s: Reports of repairs. Associated complaint. Our…
202319430 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of the broken balcony door. How the landlord responded…
202416988 Housing association
The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: reports of antisocial behaviour the associated complaint Our decision…
202435566 Housing association
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of roof repair work causing water ingress into the resident’s flat and the associated cost of further repairs. We have also…
202438130 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration, service failure in the landlord’s handling of the landlord’s: Response to reports of damp and mould. Communication regarding a request…
202424182 Local authority / ALMO / TMO
The Ombudsman found reasonable redress, maladministration, severe maladministration in the landlord’s handling of Our decision (determination) We have found reasonable redress in the landlord’s handling of: A pest…
202334336 Housing association
The Ombudsman found reasonable redress, severe maladministration, maladministration, service failure in the landlord’s handling of the landlord’s handling of: The kitchen refurbishment. The associated complaint. Our…
202510395 Housing association
The Ombudsman found reasonable redress, no maladministration, severe maladministration, maladministration, mediation settlement, service failure in the landlord’s handling of The landlord’s handling of the resident’s:…
202446833 Housing association
The Ombudsman found reasonable redress, maladministration, severe maladministration, service failure in the landlord’s handling of The landlord’s response to the resident’s: Concerns about trickle vents. Reports of a…
202330411 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of Our decision (determination) The was maladministration in the landlord’s response to window repairs in the…
202334327 Housing association
The Ombudsman found maladministration, severe maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s service charge queries and concerns. We have…
202444908 Housing association
The Ombudsman found severe maladministration, reasonable redress, maladministration in the landlord’s handling of the landlord’s: Handling of the damp and mould within the resident’s property. Management of the…
202410238 Local authority / ALMO / TMO
The Ombudsman found maladministration, severe maladministration, service failure, mediation settlement, reasonable redress in the landlord’s handling of The resident’s complaint is about the landlord’s handling of:…
202333817 Housing association
The Ombudsman found service failure, maladministration, severe maladministration in the landlord’s handling of the landlord’s response to: The resident’s concerns about the annual gas safety check. The associated…
202447140 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's medical transfer request and in its complaint handling. The landlord followed its policies and increased the resident's banding, but…
202413872 Local authority / ALMO / TMO
The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Noise transference and an associated transfer application. The associated…
202411290 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's requests to add her son to the tenancy, to transfer to a larger property, and the associated complaint handling. It found reasonable…
202413896 Local authority / ALMO / TMO
The Ombudsman found service failure, no maladministration, severe maladministration, reasonable redress, maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of: Damp and mould…
202402611 Housing association
The Ombudsman found no maladministration, reasonable redress, maladministration in the landlord’s handling of 4. The complaint is about the landlord’s handling of: The leak at the resident’s property, including the…
202427481 Housing association
The Ombudsman found reasonable redress, no maladministration, maladministration in the landlord’s handling of the landlord pursuing back payment of service charges and not providing up to date details regarding the…
202427142 Housing association
The Ombudsman found the requests to refund a week's rent and a duplicate rent payment were outside jurisdiction. There was no maladministration in handling the housing benefit refund request, which correctly directed…
202345691 Housing association
The Ombudsman found maladministration, service failure, severe maladministration, mediation settlement in the landlord’s handling of : The landlord’s response to the resident’s request for information about service…
202450433 Housing association
The Ombudsman found reasonable redress in the landlord's assessment of the resident's medical application under its transfer procedure, its response to reports about a housing officer's conduct, and its complaint…
202429292 Local authority / ALMO / TMO
The Ombudsman found reasonable redress, no maladministration, service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of antisocial…
202449521 Housing association
The Ombudsman found service failure, no maladministration, reasonable redress, severe maladministration, maladministration, outside jurisdiction in the landlord’s handling of the landlord’s handling of the resident’s…
202446729 Housing association
The Ombudsman found reasonable redress, no maladministration, maladministration, service failure, severe maladministration, outside jurisdiction in the landlord’s handling of the landlord’s handling of the resident’s:…
202339571 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of Our decision (determination) We found that there was: Maladministration with the landlord’s handling of a…
202321625 Housing association
The Ombudsman found mediation settlement, no maladministration, severe maladministration, maladministration, reasonable redress in the landlord’s handling of The resident’s complaint is about the landlord’s handling of…
202441676 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of roof and internal repairs (recommending it pay the £500 offered for each), no maladministration in its handling of temporary accommodation,…
202428752 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's housing application under its household member's scheme and for its handling of the formal complaint. The landlord…
202342604 Housing association
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of noisy pipes. We have also…
202409868 Housing association
The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of damp and the associated repairs. We have also…
202327646
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs to the ceiling. Temporary accommodation for the resident. The Ombudsman has…
202432745 Housing association
The Ombudsman found no maladministration, reasonable redress, severe maladministration, maladministration, mediation settlement, service failure in the landlord’s handling of the landlord’s: Response to the resident’s…
202402941
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The resident’s complaint.. Total compensation ordered:…
202338131
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB), and his associated complaint..
202400322
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s:.
202449068
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of leaks and the associated management transfer request. We have also investigated the landlord’s…
202433631
The Ombudsman found maladministration, service failure, no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs to the boiler. Damp and mould in the property. Repairs…
202313839
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the bedroom walls. Concerns raised over staff conduct and communication. The associated complaint.. Total…
202219004
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of The resident’s complaint is about the landlord’s: Provision of audited service charge accounts. Handling of her associated…
202420136
The Ombudsman found maladministration, service failure in the landlord’s handling of : the landlord’s handling of the resident’s ongoing reports of pests. the landlord’s handling of the resident’s complaint.. Total…
202409824 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's report of domestic abuse and request for a housing transfer, no maladministration in its handling of the concern about staff conduct, and…
202446567
The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of kitchen floor repairs. The landlord’s complaint handling..
202426470
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord's handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s…
202346197
The Ombudsman found maladministration in the landlord’s handling of The leaseholder’s complaint is about the landlord’s handling of: Her concerns about turnover of staff. Her concerns regarding sinking funds and service…
202345841
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of repair issues to the bathroom, damp and mould. Concerns about the…
202214589
The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint is about: The level of service charges associated with the property. The landlord’s communication about…
202307459
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s request to be re-housed. The Ombudsman has also investigated the landlord’s handling of the complaint..…
202432622
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s: Reports that her floor was sinking. Reports of rodents in her…
202435844
The Ombudsman found no maladministration, maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports that the communal door was not secure. The resident’s reports…
202345749
The Ombudsman found reasonable redress, service failure in the landlord’s handling of :. Total compensation ordered: £50.
202331059
The Ombudsman found maladministration, mediation settlement, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about access to her garden..
202450560
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of: Repairs to the front door of the flat. Repairs to internal doors inside…
202446412
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs to the staircase and landing.. Total compensation ordered: £500.
202435906
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Request to repair windows which were reported as being stiff to open and close. Request to…
202315662
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s response to: The resident’s reports of leaks, damp, and mould in the property. The resident’s…
202448512
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leaking roof..
202328376
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns regarding parking, and her request to be issued a parking bay..
202304367
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of noise coming from the hot water cylinder in her property. The resident’s complaint.. Total…
202422116
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of pests. We have also considered the landlord’s handling of the associated complaint..
202419691
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s queries about: the service charge account for the financial year 2022 to 2023. the service charge account for…
202321669
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of: Cracks in the wall of the property. Missing roof tiles. We have also…
202344083
The Ombudsman found severe maladministration, maladministration, service failure in the landlord’s handling of the landlord’s: Handling of repairs to the resident’s property. Response to the resident’s reports of…
202413112
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about drainage issues at the property. Reports of damp and mould, and sewage related smells coming…
202332704
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request to be moved to a property with a wet room. The Ombudsman has also considered the associated complaint…
202425027
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: A leak in the property. Damp and mould in the property. Electrical safety issues. Temporary rehousing. We…
202320998
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about parking on the estate and access to her allocated parking space. We are also considering the…
202427550
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp, mould, and a leak inside the property. Reports of a broken balcony…
202234288
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to concerns about: The administration of service charges. A pre-existing sinking fund. The Ombudsman has also considered the…
202405804
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the year-end service charge accounts for 2022-2023. The Ombudsman has also taken the decision to investigate the landlord’s…
202405095
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of excessive noise from her heat interface unit (HIU). Reports of the smell of cannabis around…
202440517
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord ‘s handling of: The resident’s reports of a faulty shower. The resident’s complaint.. Total…
202404192
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of a loss of heating and hot water. Complaint handling.. Total compensation ordered: £350.
202422119
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The provision of sandbags, reimbursement for damaged goods, and flooring repairs after a sewage…
202317422
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s service charge account. The associated complaint.. Total compensation ordered: £200.
202333114
The Ombudsman found no maladministration in the landlord’s handling of the landlords: Decision to withdraw the resident’s access to on-site parking. Response to the resident’s request for a housing transfer. Handling of…
202336066
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s: Reports of damp and mould. Concerns regarding the delays in the window and kitchen…
202426512
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of : The landlord’s handling of the resident’s reports of damp and mould and the completion of the associated works. The landlord’s…
202306812
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of: Repairs to the entry gates and intercom for the estate. The estate management. The associated…
202313623
The Ombudsman found reasonable redress in the landlord’s handling of The resident has complained about the landlord’s response to her request for compensation due to a communal light being connected to her electric…
202312382
The Ombudsman found no maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: Her concerns about the installation of an air conditioning system. Her associated…
202422574
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of The complaint was about the landlord’s response to the resident’s reports of: The resident’s fuse box “sparking”. Damp in the…
202308701
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of: Leaks in the property. Damp and mould. The resident’s request to replace the upstairs bathroom.. Total…
202320092
The Ombudsman found reasonable redress, maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s handling of: Antisocial behaviour (ASB) reports, including items left in…
202341809
The Ombudsman found service failure, no maladministration, reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s compensation claim. Complaint handling..
202337733
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a request for rehousing. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.. Total…
202408736
The Ombudsman found service failure, reasonable redress in the landlord’s handling of : The landlord’s handling of repairs to the heating system and subsequent leak. The landlord’s response to damage to the resident’s…
202304281
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about the standard of the grounds maintenance and its contractor management.. Total compensation…
202408282
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of the landlord's handling of: Repairs to the front door and hallway entrance door as well as defective windows.…
202320106
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: response to repairing the resident’s boiler. complaint handling. Total compensation ordered: £775.
202410174
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of: the level of rent increase in 2024. the resident’s concerns about the lack of a housing officer and the…
202333954
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of noise from her upstairs neighbour. The Ombudsman has also investigated the…
202324082 Housing association
No maladministration was found in the landlord's handling of the resident's reports of noise nuisance from the upstairs property. The landlord acted in line with its noise policy, liaised with the upstairs leaseholder,…
202324857
The Ombudsman found reasonable redress, maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports that her mobility scooter had been stolen and her request for…
202214960
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s handling of: Repairs to flooring, windows and holes in the property. Payments for the inconvenience caused by missed repair…
202304740 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's service charge queries, where an error in the communal electricity calculation was not communicated within a reasonable timescale and…
202326386
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s concerns about parking on the estate..
202306374
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlords handling of: Repairs to the resident’s platform lift. The resident’s requests for interior…
202306301 Housing association
The Ombudsman found maladministration by Notting Hill Genesis for incorrectly adding fire service and maintenance charges not provided for in the resident's tenancy agreement, failing to follow the proper variation…
202202911
The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of reports regarding the communal lights and concerns about the associated service charges. The landlord’s decision to issue…
202411006
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The associated complaints..
202217867
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s requests for rent and service charge accounts. The Ombudsman has also looked at the landlord’s handling of…
202329138
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Requests for it to clean and repaint the balcony. Associated complaint..
202322367
The Ombudsman found service failure in the landlord’s handling of the level of compensation offered by the landlord for its delay in repairing the resident’s boiler.. Total compensation ordered: £553.
202401239
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Handling of repairs for a leak, damp and mould in the resident’s property, including a faulty window and a faulty balcony door. Handling…
202322812
The Ombudsman found maladministration in the landlord’s handling of This complaint is about how the landlord handled the resident’s request for an allocated parking space. We have also considered how the landlord…
202219947
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of: Repairs and maintenance within the communal areas of the block. Antisocial behaviour (ASB) from gangs…
202320625
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s rent and service charge account. The associated complaint.. Total compensation ordered: £550.
202316825
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the applicant’s request to succeed the property..
202309915
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Rent and service charge account. Reports that repairs were needed to…
202342836
The Ombudsman found maladministration in the landlord’s handling of automated messages sent to the resident by the landlord regarding rent arrears..
202322256
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of the landlord’s: Response to the theft of the resident’s bicycle wheel from a communal storage unit. Handling of the complaint..
202326016
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports that other tenants were throwing cigarette butts onto her balcony..
202336648
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB). complaint..
202304483
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about: Errors in the billing of service charges. The level of service charges.…
202302010
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s queries and concerns about her energy use. The Ombudsman has also considered the landlord’s…
202234742
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of repairs to a communal gate. We have also assessed the landlord’s complaint handling.. Total compensation…
202213353
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to communal lighting. The Ombudsman will also consider the associated complaint handling..
202310838
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from the neighbour above.…
202312706
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: A repair to a skylight in the kitchen. A leak from the roof above the kitchen.…
202316659
The Ombudsman found reasonable redress, service failure, maladministration in the landlord’s handling of the landlord’s handling of: The repairs to the boiler and heating. The resident’s reports of damp and mould. The…
202214652
The Ombudsman found no maladministration, service failure in the landlord’s handling of The complaint relates to: The landlord’s response to the resident’s concerns about: The garden boundary. Its handling of repairs,…
202307976
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s report of a leak. The Ombudsman has also investigated the landlord’s complaint handling..…
202313885
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to: Water damage associated with a fire at the block. A leak at the property. The resident’s request for a transfer. The…
202218255
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of: Repairs within the resident’s property, including damp and mould. The resident’s complaint.. Total…
202313540
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord's handing of: the resident's request for compensation, following a flood. the associated complaint.. Total…
202314025
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of leaks and a request to repair damage caused by the leaks.. Total compensation ordered: £727.
202310923
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request to replace the electrical heating system. Associated complaint..
202217622
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about items left in the communal hallway. The Ombudsman has also considered the landlord’s complaint…
202321271
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns about: the time it was taking to complete remedial works to the external walls of…
202422923
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs including works to remedy damp and mould, snagging issues in the bathroom, the installation of a double radiator in…
202319998
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The safety of the boiler and heating system in the resident’s property. The resident’s complaint..
202410519
The Ombudsman found maladministration in the landlord’s handling of The landlord’s handling of the resident’s request for a management transfer due to domestic violence. The landlord’s handling of the resident’s request…
202316451
The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202316451 Notting Hill Genesis (NHG) 31 January 2025 Our approach The Housing Ombudsman’s approach to investigating and determining…
202305706
The Ombudsman found service failure, maladministration in the landlord’s handling of : the impact of antisocial behaviour (ASB) on the resident’s health. the landlord’s handling of the resident’s reports of ASB. We have…
202200827
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The level of service charge. The resident’s concerns about a breach of her tenancy agreement. The…
202332671
The Ombudsman found service failure in the landlord’s handling of the landlord’s decision to issue the resident with a Notice of Seeking Possession (NoSP) and its administration of her rent account.. Total compensation…
202511465 Housing association
The Ombudsman found maladministration in the landlord's handling of service charge and level of services, ASB, and fire safety concerns, and service failure in its handling of communal repairs/scaffolding and the…
202420263
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports that the heating was not functioning correctly. Associated formal complaint..
202316732 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of prolonged heating and hot water repairs (approximately 4 months), given its apology, termination of the underperforming contractor, and…
202336636
The Ombudsman found reasonable redress, service failure, maladministration in the landlord’s handling of the landlord’s: handling of the resident’s reports of: lift breakdowns. the smell and the overflow of the communal…
202300424
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs. The Ombudsman has also considered the landlord’s complaint handling.. Total compensation…
202337760
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s: Communication regarding an event held in a neighbour’s flat. Handling of the resident’s query about the neighbour’s…
202326292
The Ombudsman found severe maladministration, maladministration, no maladministration, reasonable redress in the landlord’s handling of The complaint concerns the landlord’s handling of: The resident’s reports of damp…
202313683
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s: Response to the resident’s: Request for adaptations in the garden. Reports of repair issues…
202338757
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about the concierge not providing visitor access to the carpark. Associated…
202214883
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her…
202340097
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s: reports of poor maintenance of the communal CCTV system. request to inspect service charge…
202342805
The Ombudsman found service failure, maladministration in the landlord’s handling of the resident’s reports about the landlord’s handling of the recovery of arrears associated with the lease. The Ombudsman has also…
202228253
The Ombudsman found service failure, severe maladministration in the landlord’s handling of the landlord’s handling of: reports about damage caused by the landlord’s installation of cabling. reports of leaks causing…
202334356
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports of: Repairs in the property including damp and mould. Poor…
202303081
The Ombudsman found maladministration, no maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s report of repair to her bathroom, including concerns about…
202217436
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of reports of a leak..
202214662
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of: Administration of service charges and rent account. Reports of disrepair and…
202309002
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s report that she had no heating or hot water.. Total compensation…
202307594
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of repairs reported within the property. The resident’s reports of a fault with…
202209312
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of REPORT COMPLAINT 202209312 Notting Hill Genesis (NHG) 28 October 2024 Our approach The Housing Ombudsman’s approach to…
202210690
The Ombudsman found service failure, no maladministration, reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s concerns following an electrical fire in a communal area of the…
202128629
The Ombudsman found service failure in the landlord’s handling of The resident’s complaint is about the landlord’s response to the resident’s request for information on the introduction of a service charge. The…
202313073
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of repair and access issues with a communal bike shed, including communication. Associated formal…
202304073
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the replacement of the front door of the resident’s property..
202342978
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about the changes made by the neighbour to the communal garden.. Total compensation ordered: £250.
202308931
The Ombudsman found severe maladministration, service failure in the landlord’s handling of : The landlord’s handling of reports of damp in the resident’s property. The landlord’s handling of reports of the communal…
202402075
The Ombudsman found maladministration, service failure, no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Outstanding repairs to the kitchen ceiling and bathroom sink,…
202217689
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns around: Managing agent fees and charges for heating and hot water. Lift breakdowns. Antisocial…
202126736
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of various repairs. This Service has also considered the landlord’s complaint handling.. Total…
202342198
The Ombudsman found severe maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of remedial repairs following a mutual exchange. This Service has also considered the landlord’s…
202119317
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Rent account. Request to keep a pet. Complaint..
202214581
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s: response to the resident’s concerns about: rehousing; repairs and pest issues in the property;…
202233892
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s request for reimbursement for damage to her carpets..
202211220
The Ombudsman found service failure in the landlord’s handling of The resident’s complaint is about the landlord's response to a leak, and her request for compensation for the damage this caused to her belongings..…
202309201
The Ombudsman found maladministration, no maladministration, service failure, reasonable redress in the landlord’s handling of This complaint is about the landlord’s response to the resident’s: Reports of damp and…
202345782
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of damage caused to the resident’s property following a sewage leak due to a blocked communal stack pipe..
202335114
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s concerns that her front door may not be fire safety compliant. Handling of the redecoration of the…
202342922
The Ombudsman found reasonable redress in the landlord’s handling of : The landlord’s handling of the resident's reports about window repairs. The landlord's response to the resident's reports about a missed…
202221064
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s: response to the resident’s reports about issues with her rent/online account details; response to…
202311706
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202311706 Notting Hill Genesis (NHG) 9 August 2024 Our approach The Housing Ombudsman’s approach to investigating and determining…
202322974
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s: Actions regarding the previous resident’s health condition and the handling of the previous resident’s reports of repair issues.…
202307116
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s requests for new keys to his flat and bike shed..
202315817
The Ombudsman found mediation settlement in the landlord’s handling of : the landlord's handling of the resident's reports of damp, mould and water ingress including the remedial works required, and response to queries.…
202320229
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s: Requests for information about a housing application. Reports of required repairs in the…
202204365
The Ombudsman found maladministration in the landlord’s handling of The complaint refers to the landlord’s handling of estate management matters and repairs reported by the resident as follows: Paving around the front…
202225311
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s request for no contact from the Housing Officer. The automated messages sent to the…
202204826
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB). request to be reimbursed for a…
202306173
The Ombudsman found service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of his queries about an increase in heating and hot water charges.. Total compensation ordered:…
202302462
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s reports of sewage discharge into her property..…
201902574
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s: Increase in rent and service charges payable for the property . Communications and complaint handling..
202302662
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: The contractor causing damage to the windows. The contractor accessing the…
202305308
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s request for a transfer and change in allocation banding.. Total compensation ordered: £100.
202234815
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of the landlord’s response to: The resident’s concerns about the level of increase in service charges. The resident’s…
202230800
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s response to leaking pipes and a blocked drain. The landlord’s handling of the resident’s request for compensation..…
202208291
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s request to carry out repairs to her adapted bathroom. The Ombudsman has also considered the landlord’s…
202226410
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s requests for assistance with his rehousing needs. The Ombudsman investigated the landlord’s:. Total…
202215504
The Ombudsman found mediation settlement, reasonable redress, service failure in the landlord’s handling of the landlord’s: Response to the resident's queries regarding the reasonableness of service charges paid.…
202217171
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of and response to:. Total compensation ordered: £500.
202300960
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports about the security of her bedroom windows and door. Formal complaint.. Total…
202211782
The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint is about: The landlord’s handling of requests for repairs to a window in his property. The landlord’s…
202210482
The Ombudsman found service failure, maladministration in the landlord’s handling of : The landlord's handling of the resident's reports of noise nuisance from a neighbour. The Ombudsman has also considered the…
202309722
The Ombudsman found maladministration, mediation settlement, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by her…
202322129
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident's transfer request and alleged discrimination..
202234209
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s concerns about a service charge refund. Complaint handling.. Total compensation…
202307053
The Ombudsman found mediation settlement, service failure, maladministration in the landlord’s handling of the landlord’s response to: A request for revised service charges. Reports of subsidence of the boundary wall.…
202302192
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s offer of compensation in relation to its handling of the: Works required to the resident’s front door. Formal complaint..
202127889
The Ombudsman found maladministration, service failure, mediation settlement, no maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: Repairs to the communal door…
202301249
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports about a sewage smell from a ventilation unit.. Total compensation ordered: £516.
202227285
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s: Reports of outstanding repairs in the property and squirrels in the…
202215820
The Ombudsman found maladministration, mediation settlement, service failure, severe maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of issues with the heating at the…
202305137
The Ombudsman found maladministration, mediation settlement, no maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s rehousing request. The…
202218440
The Ombudsman found reasonable redress, service failure in the landlord’s handling of : The landlord’s handling of repairs to the resident’s property. The landlord’s response to the resident’s reports of damp and mould…
202308895
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: Adaptations required, specifically lockable wheelchair storage and the levelling of the hallway…
202220786
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of repairs to the fence and gate. Handling of the resident’s claim for stolen goods. Complaint handling.. Total compensation…
202233119
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of damp and mould at the property. The Ombudsman has also considered the complaint handling in this case..…
202102235
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request to be rehoused.…
202305135
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the remedial works to the property following a flood.. Total compensation ordered: £2259.
202224560
The Ombudsman found service failure, reasonable redress in the landlord’s handling of : The landlord’s handling of the resident’s concerns around changes to the parking system. The landlord’s complaint handling.. Total…
202225691
The Ombudsman found no maladministration, service failure, maladministration in the landlord’s handling of ;The landlord’s handling of the resident’s request to be rehoused.The landlord’s response to the resident’s…
202123372
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord's handling of the resident's reports of an ongoing leak into her property. This service has also considered the…
202216977
The Ombudsman found no maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202216977 Notting Hill Genesis (NHG) 26 February 2024 Our approach The Housing Ombudsman’s approach to…
202108846
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of outstanding repairs in the property. The Ombudsman has also considered the landlord’s complaint…
202127928
The Ombudsman found no maladministration, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Reports of antisocial behaviour (ASB). Reports of poor staff conduct. The…
202126871
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlords handling of the resident’s: Reports of damp and mould and associated repairs. Reports of…
202215979
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the resident’s concerns regarding building works to neighbouring property which had an effect on their household. the…
202212610
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s various concerns about the condition of the block and the landlord’s management;…
202207000
The Ombudsman found maladministration, mediation settlement, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of: a water pipe repair; a repair to the resident’s bedroom…
202128553
The Ombudsman found maladministration, no maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s: Reports of a pest infestation within the…
202212193
The Ombudsman found service failure, maladministration in the landlord’s handling of This complaint is about the landlord’s response to the resident’s reports of noise nuisance. The Ombudsman also considered the…
202209185
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of leaks from the property above, and the associated repairs.…
202114207
The Ombudsman found maladministration, mediation settlement, service failure in the landlord’s handling of the landlord’s: Communication about cyclical works. Complaint handling.. Total compensation ordered: £500.
202221594
The Ombudsman found service failure, maladministration, reasonable redress, no maladministration in the landlord’s handling of : The landlord’s handling of, and response to, the resident’s reports of an infestation of…
202109486
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of The complaint concerns the landlord’s handling of: Repairs to the resident’s property’s sash windows. Damp and…
202205755
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of: Repairs to the property following flooding. Flood…
202004764
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of the landlord’s response to: The resident’s reports of antisocial behaviour (ASB) caused by her neighbours. The…
202204848
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: A flood at the residents’ property and their damaged belongings. The associated complaint..
202017424
The Ombudsman found mediation settlement, service failure, no maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Concern about its maintenance of the communal…
202017019
The Ombudsman found maladministration, severe maladministration, reasonable redress, service failure in the landlord’s handling of The landlord’s handling of the resident’s request to sell her property, and; Its…
202224771
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s queries and comments in relation to a service charge consultation. The landlord’s complaints handling..…
202218016
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of : The resident’s reports of the condition of the property and repairs required to the property. The landlord’s complaint…
202125186
The Ombudsman found maladministration, service failure, reasonable redress, severe maladministration in the landlord’s handling of The complaint concerns the following: The landlord’s management of estate services. The…
202124552
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s conduct during visits to the resident’s property. The Ombudsman has also considered the landlord’s handling of the…
202123801
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s request for a copy of its reasonable adjustment policy. Response to the resident’s…
202103364
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to: The resident’s request to be rehoused. The resident’s request for tree pruning. The resident’s reports of…
202127687
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Response to the resident’s request to attend an appeal hearing with a representative. Response to the resident’s…
202209767
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for repairs..
202126775
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident's queries relating to third-party service charge costs.. Total compensation ordered: £250.
202230789
The Ombudsman found service failure in the landlord’s handling of : the landlord’s response to maintenance and repair issues at the resident’s property. the communication with the resident over making an insurance claim…
202217131
The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s response to the resident’s request for information about her service charges. The landlord’s response to the resident’s concerns…
202122217
The Ombudsman found maladministration, service failure, mediation settlement in the landlord’s handling of the landlord’s: Response to the resident’s reports of anti social behaviour (ASB). Response to the resident’s…
202125308
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the porch ceiling. The associated complaint.. Total compensation ordered: £550.
202104963
The Ombudsman found service failure, reasonable redress, no maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: The resident’s Subject Access Request. His…
202000461
The Ombudsman found maladministration, service failure, reasonable redress, mediation settlement in the landlord’s handling of : The landlord’s handling of the resident’s reports of noise disturbance . The landlord’s…
202202360
The Ombudsman found service failure, maladministration in the landlord’s handling of Review Letter comp REPORT COMPLAINT 202202360 Notting Hill Genesis 24 August 2023 Our approach The Housing Ombudsman’s approach to…
202014457
The Ombudsman found maladministration, service failure in the landlord’s handling of This is about the landlords handling of: Roof leaks. Damp and mould at the resident’s property. The associated complaint. Record…
202214808
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to reports of leaks at the property. Response to damp and mould at the property.…
202200270
The Ombudsman found reasonable redress, service failure in the landlord’s handling of : The landlord’s response to the resident’s concerns about the service charge account; and The landlord’s handling of the complaint..…
202114809
The Ombudsman found service failure, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of fly-tipping and its use of CCTV. The resident’s reports that he had not…
202122911
The Ombudsman found no maladministration in the landlord’s handling of : The theft of the resident’s bicycle from a shared bicycle store in 2017. The landlord’s response to the resident about his service charge arrears.…
202213630
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s response to: The resident’s challenge to the level of her service charge in previous years. The resident’s request…
202108397
The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of the resident’s defective heating system. The landlord’s handling of allegations made about the resident by a repair…
201906471
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s front door and back door following reports of water…
202119899
The Ombudsman found reasonable redress in the landlord’s handling of The resident’s complaint was about outstanding repairs and snagging, staff behaviour, delay to the resident’s uncle's housing application and the…
202016598
The Ombudsman found mediation settlement, maladministration, service failure, reasonable redress in the landlord’s handling of This complaint is about the landlord’s: handling of heating and hot water repairs; response…
202210892
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to the resident’s request for a parking space on the estate..
202122004
The Ombudsman found maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202122004 Notting Hill Genesis 31 July 2023 Our approach The Housing Ombudsman’s approach to investigating and…
201909344
The Ombudsman found mediation settlement, maladministration, service failure in the landlord’s handling of : The landlord’s handling of the replacement of windows at the resident’s property. The landlord’s handling of…
202104209
The Ombudsman found mediation settlement, service failure, no maladministration, reasonable redress, maladministration in the landlord’s handling of the landlord’s management and handling of: reports of antisocial…
202109125
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the: Installation of the shower chair in the resident’s bathroom. Related complaint:.
202214922
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Offer of compensation for its handling of a window replacement which allowed a leak into the property. Communication and complaints…
202012762
The Ombudsman found maladministration in the landlord’s handling of the landlords handling of: the resident’s transfer application, and; the associated complaint handling.. Total compensation ordered: £950.
202206159
The Ombudsman found reasonable redress in the landlord’s handling of This complaint comprises two separate complaints raised to the landlord. Both have been considered in this report as they are related. The first…
202120755
The Ombudsman found mediation settlement, service failure, reasonable redress, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns regarding the windows in the communal…
202208938
The Ombudsman found maladministration, mediation settlement, service failure in the landlord’s handling of the landlord’s handling of: The residents report of domestic noise from the neighbour’s property. The record…
202201557
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of ; The landlord’s handling of an emergency property transfer and the resident’s access to temporary accommodation…
202119211
The Ombudsman found maladministration in the landlord’s handling of the landlord providing transportation for the resident to view a property. The Ombudsman has also considered the landlord’s complaint handling..
202011240
The Ombudsman found mediation settlement, service failure, reasonable redress in the landlord’s handling of : the landlord’s handling of the resident’s reports about noise nuisance, anti-social and threatening behaviour…
202200857
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s request to be rehoused. The landlord’s handling of the resident’s complaint and reported repairs. The…
202127696
The Ombudsman found maladministration in the landlord’s handling of : the landlord’s response to the resident’s reports of difficulties bidding for suitably sized properties , and; the landlord’s consideration of the…
202005633
The Ombudsman found severe maladministration, service failure in the landlord’s handling of : The landlord’s response to the resident’s reports about damp and mould in the property. The landlord’s handling of the…
202221363
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Handling of repairs to the communal front entrance door lock. Complaint handling.. Total compensation ordered: £100.
202216683
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for cleaning and resurfacing of the front garden communal area..
202200847
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s bid on property..
202213047
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s request for a repeat asbestos survey of the communal hallway. Handling of remedial work to the communal…
202112438
The Ombudsman found no maladministration, maladministration, severe maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s concerns about issues predating his…
202215893
The Ombudsman found reasonable redress in the landlord’s handling of The complaint concerns the level of compensation offered to the resident following a delay issuing a deed of assignment..
202225734
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to multiple reports that the lift in the resident’s block was broken.. Total compensation ordered: £500.
202212007
The Ombudsman found reasonable redress, service failure in the landlord’s handling of This complaint is about: The landlord’s handling of the service charge account which resulted in an overcharge. The landlord’s…
202201501
The Ombudsman found service failure, reasonable redress in the landlord’s handling of This complaint is regarding the landlord’s handling of: reports of others parking in the resident’s designated disabled parking bay,…
202125601
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s: Handling of the resident’s reports of repeated faults with the communal entry door. Response to…
202115868
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about: The pest infestation at the property. The landlord’s handling of repairs at the property…
202119328
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of sewage gases affecting the property.. Total compensation ordered: £1320.
202201499
The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of a faulty intercom system and concerns about the procedure for visitor’s access to his…
202200147
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about: The conduct of the landlord’s staff. Record keeping concerning a previous survey. The…
202206376
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s refusal to address the resident’s concerns regarding alternative access arrangements for disabled persons when…
202213890
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of : The landlord’s handling of a shared ownership purchase, including the advertisement of the property on the landlord’s resale…
202201185
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of drainage issues.. Total compensation ordered: £350.
202124535
The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns: The information provided by the landlord relating to the resident’s request to be rehoused. The delay in the payment of…
202123314
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of : The increase in service charges for the property. The landlord’s response to the resident’s concerns about the…
202211147
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the sale of the resident’s former leasehold property. the associated complaint.. Total compensation ordered: £471.
202114947
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of: The repair of the resident’s hot water system. Works to address overheating issues in their property. The resident also…
202113538
The Ombudsman found no maladministration, maladministration, service failure, reasonable redress in the landlord’s handling of This complaint is about the landlord’s: response to the resident’s: request for alternative…
202209777
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of her bicycle being stolen from a communal bicycle shed..
202105836
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concern’s over the accuracy and transparency of service charge billing. Response to…
202124961
The Ombudsman found service failure, no maladministration in the landlord’s handling of The resident has complained about the landlord’s handling of his application to staircase. A further complaint was made regarding…
202117594
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of : The level of redress offered by the landlord for its acknowledged failures in its response to the resident’s reports of…
202114679
The Ombudsman found reasonable redress, service failure, no maladministration in the landlord’s handling of The resident has complained about: the length of time scaffolding was in place at her property; the landlord’s…
202122026
The Ombudsman found reasonable redress, service failure in the landlord’s handling of The complaint is regarding how the landlord handled the resident’s reports of a leak into his property. This Service has also…
202207986
The Ombudsman found service failure, no maladministration in the landlord’s handling of : The landlord’s handling of repairs to the drainage system at the resident’s property. The landlord’s response to the resident’s…
202104974
The Ombudsman found no maladministration, maladministration in the landlord’s handling of The complaint concerns the landlord’s: response to the resident’s complaint about the level of and an increase to their service…
202201897
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The repair to the resident’s heating and hot water system, and the subsequent offer of compensation for this. The repair to…
202205545
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s concerns about: his rent increase; building insurance being included in his service…
202122043
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports about drainage to the en-suite bathroom at the property..
202006766
The Ombudsman found service failure, reasonable redress, no maladministration in the landlord’s handling of The resident’s complaint is about: The landlord’s response to the resident’s reports of: The resident’s…
202203445
The Ombudsman found maladministration in the landlord’s handling of the landlord’s implementation of contact restrictions on the resident.. Total compensation ordered: £175.
202102541
The Ombudsman found service failure, maladministration, no maladministration, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports of: an external wall requiring repair…
202114098
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202114098 Notting Hill Genesis 27 October 2022 Our approach The Housing Ombudsman’s approach to investigating and determining…
202200330
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of issues with her bedroom windows. Complaint handling.. Total…
202122700
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of works to the resident’s bathroom . Complaint handling..
202113786
The Ombudsman found no maladministration, service failure, reasonable redress in the landlord’s handling of : The landlord’s response to the resident’s request to be transferred to another property. The landlord’s…
202108980
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of leaks into the property. Complaint handling.. Total compensation ordered: £980.
202117181
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of issues with the heating and hot water. The associated complaint handling.. Total compensation…
202121009
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s dissatisfaction with being issued a Notice of Seeking Possession (NOSP) after an electrical safety check..
202105526
The Ombudsman found service failure, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s: reports of a pest infestation and the associated repairs reports…
202118481
The Ombudsman found service failure in the landlord’s handling of the landlord’s: response to the resident’s report of a communal door being unsecure; complaints handling..
202005440
The Ombudsman found maladministration, service failure, severe maladministration, reasonable redress, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about: Repairs…
202112545
The Ombudsman found service failure, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of the sale of the resident’s property.. Total compensation ordered: £600.
202012006
The Ombudsman found reasonable redress in the landlord’s handling of This complaint is about the level of redress the landlord offered in response to the resident’s various concerns about its services, management and…
202102134
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of noise nuisance..
202011089
The Ombudsman found service failure in the landlord’s handling of the managing agent’s handling of the resident’s concerns, following alterations undertaken at his neighbour’s property, and the landlord’s response on…
202123670
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of garden fence repairs..
202119278
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s response to a roof leak at the resident’s property, including its handling of the repairs and request for…
202118975
The Ombudsman found no maladministration in the landlord’s handling of REPORT COMPLAINT 202118975 Notting Hill Genesis 20 May 2022 Our approach The Housing Ombudsman’s approach to investigating and determining…
202109990
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s housing application..
202012575
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s: Data breach. Handling of the data breach formal complaint. Reports of repairs needed to the garden wall..
202014370
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to reports of damp and mould in the resident’s home. The complaint is about the administration of the…
202113375
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of no heating and no hot water. The compensation offered by the landlord for its handling of a…
202014057
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s rent arrears recovery action.. Total compensation ordered: £100.
202001714
The Ombudsman found mediation settlement, service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s report of Anti-Social Behaviour (ASB) from Neighbour A The landlord’s…
201915134
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of matters in relation to gas safety checks at the property..
202101616
The Ombudsman found service failure, reasonable redress in the landlord’s handling of The complaint is regarding: The landlord’s handling of a repair to the resident’s toilet. The landlord’s response to the resident’s…
201909973
The Ombudsman found service failure, mediation settlement, maladministration in the landlord’s handling of The complaint concerns the landlord’s: response to the resident’s complaint about an increase in their service…
202105452
The Ombudsman found reasonable redress, maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of Anti-Social Behaviour (ASB) perpetrated by her neighbour.…
202111991
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: repairs following a water leak. the resident’s stay in temporary accommodation following a leak. The…
202102678
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of a door repair..
201911322
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for a property transfer..
202011274
The Ombudsman found mediation settlement, service failure, no maladministration in the landlord’s handling of : The landlord’s handling of reports of harassment by his neighbour. The landlord’s handling of the…
202013052
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s report of a broken door.. Total compensation ordered: £350.
202010653
The Ombudsman found maladministration in the landlord’s handling of the landlords handling of the: resident’s reports concerning no access to hot water for a week. formal complaint..
202101988
The Ombudsman found maladministration, mediation settlement, service failure in the landlord’s handling of The complaint refers to the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) and…
202100607
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s request to provide form EWS1 for the building which she owns a property in. Complaint…
202100524
The Ombudsman found maladministration, service failure, reasonable redress, no maladministration in the landlord’s handling of This complaint is about the landlord’s response to the resident’s concerns about communal…
202014951
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s complaint that it delayed in completing repairs to her wet room..
201914804
The Ombudsman found mediation settlement in the landlord’s handling of The complaint concerns the landlord’s decision to refuse to issue the compensation offered in its final response..
202014860
The Ombudsman found reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s request for his carpet to be replaced following leaks into his property..
202007671
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the level of compensation offered by the landlord for its acknowledged service failures: In response to the resident’s reports about…
202106285
The Ombudsman found service failure, no maladministration in the landlord’s handling of REPORT COMPLAINT 202106285 Notting Hill Genesis 26 October 2021 Our approach The Housing Ombudsman’s approach to investigating and…
202012921
The Ombudsman found maladministration in the landlord’s handling of the landlord's: Handling of the gas safety check. Response to the resident’s concerns about the lack of heating and hot water following the annual gas…
202106348
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s reports of an alleged theft of their bikes from a garage..
202103280
The Ombudsman found no maladministration in the landlord’s handling of This complaint is about how the landlord responded to a request to renew a parking permit..
202007417
The Ombudsman found maladministration, service failure in the landlord’s handling of : The sale of the resident’s property and the landlord’s decision not to provide the resident with an outside tap. The landlord’s…
202100770
The Ombudsman found no maladministration in the landlord’s handling of REPORT COMPLAINT 202100770 Notting Hill Genesis 30 September 2021 Our approach The Housing Ombudsman’s approach to investigating and determining…
202108267
The Ombudsman found maladministration in the landlord’s handling of the landlord's referral and response to a Community Multi-Agency Risk Assessment Conference (CMARAC) that that took place in 2019 and the information…
202013079
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s refusal to grant permission for the property to be converted..
201811579
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of: Excessive heat in the property. Anti-social behaviour (ASB) at the…
201915560
The Ombudsman found service failure, maladministration, no maladministration, reasonable redress in the landlord’s handling of the landlord’s: provision of information about the defect period provided to the resident…
201905832
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s: response to the resident’s request that it assign full ownership of the property to him; complaints handling..
202007768
The Ombudsman found maladministration in the landlord’s handling of The residents complain about: How the landlord managed the replacement of the communal boiler in the building, including: How it responded to…
202016415
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about the condition of her property at the start of her tenancy..
202008430
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of pests in the property. The complaint is about the landlord’s handling of the…
202014007
The Ombudsman found service failure in the landlord’s handling of : The landlord’s response to the resident’s request for the replacement of her personal belongings damaged at her property. The landlord’s response to…
202014861
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of: the resident’s concerns about the condition of a communal lobby; the related complaint.. Total…
202002474
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s: response to the resident’s reports of a leak at his property and the subsequent damage that occurred; advice…
201915709
The Ombudsman found no maladministration, service failure in the landlord’s handling of : the landlord’s response to the resident’s reports of a blocked sink. how the landlord responded to the resident’s formal…
202006957
The Ombudsman found maladministration in the landlord’s handling of The resident is unhappy that a parking space was not included within the purchase of their property. The resident is unhappy that the landlord has not…
201913034
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of problems with his boiler. The complaint is about the landlord’s…
202009450
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the residents’ reports that a neighbour installed a gate that restricted access to the communal path serving their property..…
202002199
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about:.
201909608
The Ombudsman found mediation settlement, service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about: his neighbour’s antisocial behaviour (ASB),…
202000349
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of : The landlord’s response to the resident’s requests for adaptations to the property. Her reports of repairs required to the…
202002556
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns and reports about the hot water provision affecting her property.. Total…
202008956
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s reports of an offensive odour in her kitchen..
202009594
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s report of a fault to the communal fire alarm on 8 May 2020. Response to the resident’s…
202008840
The Ombudsman found mediation settlement in the landlord’s handling of The complaint concerns: The landlord’s handling of repairs to the resident’s internal windowsill and wall. The landlord’s handling of the associated…
201814438
The Ombudsman found no maladministration in the landlord’s handling of The resident complained about the property the landlord offered following their transfer request. Specifically, they complained about:.
201813837
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s response to safety concerns about a boiler. The landlord’s response to a report of a carbon monoxide leak. Complaint…
202008834
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the amount of compensation offered by the landlord following a leak to the property and in particular, the amount of…
202002469
The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202002469 Notting Hill Genesis 21 April 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints…
202001199
The Ombudsman found reasonable redress, service failure in the landlord’s handling of : The landlord’s administration of the resident’s rent account. The landlord’s provision of service charge information. The…
202009202
The Ombudsman found maladministration, no maladministration in the landlord’s handling of The complaint refers to: The condition of the resident’s kitchen. The landlord’s handling of repairs to the resident’s fence..
202008951
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s concerns over the change in the parking policy at the property. The landlord’s associated complaint…
202010053
The Ombudsman found maladministration in the landlord’s handling of The complaint refers to: The landlord’s handling of a heating test carried out at the resident’s property and level of compensation offered in respect…
201914026
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s: request for rent statements to be posted to her monthly; request for a key to the communal…
202008442
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of a complaint made about her by its Property Management Agent (PMA).. Total compensation ordered: £40.
201912129
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s:. Total compensation ordered: £200.
202000896
The Ombudsman found service failure, reasonable redress, no maladministration in the landlord’s handling of REPORT COMPLAINT 202000896 Notting Hill Genesis 28 February 2021 Our approach The Housing Ombudsman’s approach…
201902173
The Ombudsman found no maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s handling of the following issues: Noise nuisance from neighbours from October 2017 onwards.…
201909347
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of REPORT COMPLAINT 201909347 Notting Hill Genesis 23 February 2021 Our approach The Housing Ombudsman’s approach…
201911186
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: repairs to the resident’s windows and doors; complaints about intermittent hot water at the property; the associated formal…
202001127
The Ombudsman found no maladministration in the landlord’s handling of how the landlord had responded to the resident’s reports of issues with the satellite signal serving his property..
202002298
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of : The landlord’s handling of credits and compensation payments due to the resident following a substantial leak…
201811046
The Ombudsman found no maladministration, service failure in the landlord’s handling of The complaint is regarding the landlord’s handling of: Works required to the windows in the property Repairs to a back door and the…
202007739
The Ombudsman found maladministration in the landlord’s handling of :.
201911978
The Ombudsman found reasonable redress, service failure, no maladministration in the landlord’s handling of the landlord's handling of the resident’s reports concerning: noise related ASB issues with the neighbours. the…
201915534
The Ombudsman found maladministration in the landlord’s handling of The complaint refers to: The Landlord’s management of the Resident’s rent account. The Landlord’s complaint handling of this matter. The Landlord’s…
202007231
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202007231 Notting Hill Genesis 24 December 2020 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction…
201806908
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 201806908 Notting Hill Genesis 22 December 2020 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction…
202000089
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s response to: The resident’s reports of decant works not being resolved when she returned to her…
201913098
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s response to the Resident’s reports of antisocial behaviour (ASB)..
201809422
The Ombudsman found mediation settlement in the landlord’s handling of REPORT COMPLAINT 201809422 Notting Hill Genesis 1 December 2020 Our approach Under our early resolution process, the Ombudsman works with the…
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