The Guinness Partnership Limited

The Ombudsman found service failure in the landlord's response to a leaseholder's concerns about an increase in the building insurance service charge. While the landlord gave sufficient detail on how it tendered the…

The landlord offered reasonable redress regarding its communication about rent underpayment and its erroneous issue of Notices of Seeking Possession, which it acknowledged, apologised for, and offered £75 compensation…

Reasonable redress was found in the landlord's handling of the resident's concerns about a managing agent service charge error and the associated complaint. The landlord apologised, explained the error, implemented…

Maladministration was found in the landlord's handling of the resident's ASB reports due to delays, failure to complete risk assessments, and not agreeing an action plan before approaching neighbours. Service failure…

The landlord caused a leak while replacing the resident's toilet and delayed remedial works significantly outside its repair timescales, with poor communication and failure to properly consider the resident's…

The landlord offered reasonable redress for its response to the resident's enquiries about parking spaces, but there was service failure in its handling of the resident's ASB reports and associated formal complaints.…

The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of a leak and the associated complaint. The landlord attended repairs within policy timescales and took reasonable…

The Ombudsman found no maladministration in how the landlord dealt with the resident's reports of noise from major works, as it gave advance notice, offered engagement and a respite property. However, it found…

The landlord was found to have committed maladministration in its response to the resident's reports of blocked drains and flooding in her bathroom, having closed an emergency repair as resolved without attending,…

The landlord offered reasonable redress for its handling of communal repairs, where there was a communication failure regarding the date of works and the resident's utilities were turned off without prior notice. The…

There was no maladministration in how the landlord responded to queries about the funding of its fire safety (waking watch) service, as it gave a clear and reasonable explanation. However, there was service failure in…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB (noise nuisance), including failure to manage expectations, consider her vulnerabilities, and exhaust evidence-gathering…

The Ombudsman found service failure in the landlord's handling of the resident's ASB report and request for support, and in its communication of repair appointments (including unannounced visits). It found no…

The landlord accepted responsibility for two reporting errors that delayed notifying the managing agent of a communal radiator repair, apologised and offered £50 compensation. The Ombudsman found reasonable redress,…

There was maladministration in the landlord's handling of boiler repairs, which left the resident and her young children without heating and hot water for extended periods, failed to provide temporary provisions, and…

The Ombudsman found maladministration in the landlord's handling of window repairs, which took over 18.5 months to complete with multiple failed visits, cancelled work orders and poor communication, causing water…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about an operative's conduct, as it did not carry out a sufficiently meaningful investigation, and ordered it to apologise and…

The Ombudsman found the landlord offered reasonable redress for its handling of a kitchen light repair. The landlord acknowledged failings including failing to advise the resident that bulb replacement was his…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak, damp and mould, due to prolonged delays and failure to follow its own policies and procedures. It also found service…

The Ombudsman found maladministration in the landlord's response to reports of damp and mould, which it failed to resolve within its policy timeframes, and in its response to the resident's complaint, where it failed to…

The landlord advertised a property without stating it was for over-55s, accepted the applicant's application and confirmed her as primary applicant, then told her she was ineligible at the viewing after she travelled an…

The Ombudsman found service failure in the landlord's handling of the resident's request to store a wheelchair in a communal area, as it did not consider her individual needs, complete a site-specific risk assessment,…

The Ombudsman found maladministration in the landlord's handling of external door repairs and roof repairs and damp, due to excessive delays, unannounced visits and failure to investigate the cause of damp. It found…

The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about communal heating and lighting. The landlord responded timely, adjusted lighting timers, inspected communal heaters,…

The Ombudsman found reasonable redress in the landlord's handling of the resident's concerns about rent arrears and service charges, and in its complaint handling. The landlord's communication was at times fragmented…

There was service failure in the landlord's handling of damp and mould, with a delayed survey and poor communication, but no maladministration in its handling of the complaint. The Ombudsman ordered a written apology…

The Ombudsman did not investigate the complaint about the landlord's response to reports of leaks, damp and mould because the matter is subject to ongoing court proceedings. It found maladministration in the landlord's…

The Ombudsman found maladministration in the landlord's handling of window repairs, which remained outstanding at the date of the report, and service failure in its handling of the resident's complaint. The landlord was…

The Ombudsman found no maladministration in the landlord's handling of the resident's management transfer application or in its complaint handling. The long wait for a suitable 3-bedroom home was due to limited…

The Ombudsman found the landlord made a reasonable offer of redress for its handling of the kitchen replacement, with the finding dependent on it paying the £500 previously offered. However, there was maladministration…

The Ombudsman found maladministration in the landlord's response to the resident's concerns about repairs within her property, on account of its failure to communicate effectively about delays in replacing the wardrobe…

Maladministration found in the landlord's response to repairs to a balcony door that had been repeatedly reported over 16 years without a lasting fix, including delays in emergency attendance, a 3-month delay in…

The Ombudsman found maladministration in the landlord's response to access and security concerns (with an avoidable delay of at least 15 months), in its response to the electric car charger concerns (about 17 months…

The Ombudsman found no maladministration in the landlord's handling of reports about a tree damaging the resident's car, CCTV, window cleaning, the ventilation system, service charges, and the complaint itself. It found…

There was service failure in the landlord's response to the resident's query about the gardening element of her service charges — it delayed informing residents of the mislabelling, failed to adequately respond to the…

The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of internal and external repair works, noting delays and communication failures but that the landlord put things right…

The Ombudsman found maladministration in the landlord's handling of the resident's request for a management move: its records could not identify property types, it could not demonstrate it effectively sought a suitable…

The Ombudsman found maladministration in the landlord's handling of guttering repairs and associated damp and mould, its response to the resident's asbestos concerns, and its complaint handling. It found reasonable…

The Ombudsman found maladministration in the landlord's handling of repair reports for the kitchen and bathroom replacement (conflicting information, unmanaged expectations, outstanding issues since 2024) and for the…

The Ombudsman found the resident's concerns about staff conduct were outside jurisdiction (not raised/completed within a reasonable period). There was service failure in the landlord's handling of reports of noise (it…

Maladministration found in the landlord's response to queries about a 300% service charge increase, for failing to explain subsidised premiums and cost apportionment. Complaint handling was reasonable redress. Ordered…

Maladministration was found in the landlord's handling of the resident's ASB reports due to failures including incomplete action plans and risk assessments, delayed contact with the neighbour and warning issuance, poor…

The resident complained about the landlord's handling of repairs (bathroom, toilet, flooring and fencing) and its complaint handling. The Ombudsman found the landlord offered reasonable redress on both the repairs and…

The landlord's response to the resident's reports of damp and mould amounted to service failure: there was unreasonable delay, poor record keeping and communication, cancelled repairs, and it took over a year to inspect…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress, citing unreasonable delays, poor communication, failure to follow through on commitments, and asking the…

The landlord was found to have committed severe maladministration in handling the resident's reports of damp and mould, having failed to investigate the cause despite five reports over seven months, failing to assess…

The Ombudsman found maladministration by the landlord across four complaint heads: its handling of wastewater pipe repairs and the associated leak, a leak into the property from above, front door repairs, and the…

The Ombudsman found a service failure in the landlord's response to damp and mould because it failed to install carpets on the stairs and hallway as agreed, ordering it to complete the works. Issues raised after the…

The Ombudsman found maladministration in the landlord's handling of repairs, citing extended delays and communication failures in addressing a roof leak, rotten windows and a damaged floor, and concluded the redress…

The Ombudsman found reasonable redress in the landlord's response to reports of an unlevel garden, windows causing damp and mould, a leaking kitchen tap, and the associated complaint, and no maladministration in its…

The Ombudsman found no maladministration in the landlord's handling of the shared owner's reports of structural render damage, as it acted in line with the lease and warranty and exceeded its obligations by supporting…

The Ombudsman found maladministration in the landlord's handling of roof/guttering repairs, contact arrangements and the resident's request for a meeting, reports of antisocial ball games, and its complaint handling,…

The Ombudsman found maladministration in how the landlord dealt with the resident's reports of leaks and the resulting damage, in particular a second leak that left the resident without hot water for 20 days while she…

The landlord's handling of the resident's request for compensation for belongings damaged following damp and mould repairs amounted to maladministration: it failed to follow its own policies, kept poor records,…

The resident complained about the level of her rent, asking why it had increased and differed from other tenants, and sought a reduction. The Ombudsman decided the complaint falls outside its jurisdiction because the…

Maladministration was found in the landlord's response to frequent lift breakdowns over about 2.5 years, as it failed to take timely and effective action or arrange a comprehensive survey despite repeated mechanical…

The Ombudsman found maladministration in the landlord's handling of leaks and roof repairs (long delays, poor communication, failure to consider the resident's circumstances and to resolve the leaks) and service failure…

The Ombudsman found reasonable redress in the landlord's handling of repairs to the front door and bath handle, and in its handling of the associated complaint. The landlord completed front door works within its…

The landlord acknowledged its failure to book a follow-up appointment for the cooker socket repair and its communication failures, offering £150 (£125 for the delay and its impact and £25 for poor communication). The…

The landlord failed to update the resident's direct debit to reflect a rent increase, leading the rent account into arrears. The Ombudsman found the landlord's £75 compensation offer was a satisfactory resolution…

The Ombudsman found maladministration in the landlord's response to the resident's concerns about heat loss from draughts through his windows and the lack of insulation on his heating pipes, due to delays in completing…

The Ombudsman found no maladministration in how the landlord handled the resident's report of damage to their oven clock following electrical testing, as it conducted an informed investigation and gave clear reasons. It…

The landlord was found responsible for service failure in its response to the resident's reports of a roof leak and for service failure in its complaint handling. The Ombudsman ordered it to pay £1,025 in compensation…

The resident complained about the landlord continuing to charge rent during the 4-week written notice period after he ended his tenancy, and about the landlord's response to his belief that requiring written notice was…

The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, due to delays in completing roof repairs, failure to follow its repairs and damp and mould policy, and…

The landlord's response to reports of repairs to the kitchen and sub flooring, and issues with damp and mould, amounted to maladministration: it missed appointments, changed dates without notice, visited the wrong…

The Ombudsman found no maladministration in the landlord's handling of communal cleanliness, maladministration in its handling of building temperature (it said it had sought external environmental health checks but had…

The Ombudsman found service failure in the landlord's handling of the resident's reports of a gap between the scaffolding and the external wall outside her property (failure to manage her expectations) and in its…

The landlord failed to respond to the resident's initial damp and mould report within policy timescales and did not take timely remedial action, but the £1250 legal settlement and prompt repair afterwards amounted to…

The Ombudsman found service failure in the landlord's handling of the resident's transfer application (confusing communication about closing the application and a failure to evidence commitments made in its final…

The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, ordering a further £300 compensation and action on outstanding repairs. It found the landlord's offers of redress for its…

The Ombudsman found maladministration in the landlord's handling of repairs and associated damp and mould, and in its record keeping, plus service failure in its complaint handling. The landlord delayed treating severe…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the impact of major building works (delayed compensation, failure to consider temporary accommodation, record-keeping…

The Ombudsman found the landlord made reasonable redress for its handling of damp and mould repairs (delayed repairs, poor communication) and for its complaint handling, on the basis of its apologies, repairs and an…

The Ombudsman found maladministration in the landlord's handling of a long-running leak from the flat above and the resulting repairs, and service failure in its handling of the resident's temporary move (decant),…

The Ombudsman found the landlord offered reasonable redress for its handling of the resident's mutual exchange and property repairs, but there was maladministration in its complaint handling. It ordered the landlord to…

The Ombudsman found reasonable redress in the landlord's handling of the resident's parking issues and its complaint handling, based on the £750 compensation the landlord had already offered, but found service failure…

The resident complained about the landlord's handling of concerns over a staff member's conduct (an unannounced repairs visit and subsequent unanswered/mis-handled phone calls) and about the associated complaint. The…

The Ombudsman found reasonable redress in the landlord's handling of roof repairs: repairs were delayed beyond its policy timescale, communication with the resident was poor and scaffolding safety concerns were not…

The Ombudsman found maladministration in the landlord's handling of the leaseholder's reports of leaks, damp and mould, and maladministration in its handling of water ingress into the electric fuse box. It ordered a…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a recurring kitchen water leak and of broken gates, citing ineffective repair management, delays, poor communication,…

The Ombudsman found service failure in the landlord's handling of the condition of the property on let and the linked repairs (the property did not meet its own Empty Home Repair Standard), and maladministration in its…

The landlord's response to reports of multiple outstanding repairs amounted to maladministration, and its complaint handling was a service failure; the Ombudsman ordered a total of £1,200 compensation plus inspections…

The complaint concerned the landlord's handling of gas safety inspections, including scheduling and a missed appointment. The Ombudsman found minor failings — the landlord did not tell the resident its contractor would…

The resident complained about the landlord's handling of a dividing fence repair and the associated complaint handling. The Ombudsman found no maladministration in the landlord's decision that it was not responsible for…

The Ombudsman found no maladministration in the landlord's handling of reports of damp and mould, and reasonable redress in its handling of a leak, concerns about windows and external doors, and the resident's…

The resident complained about the landlord's handling of his rent account after his direct debit was not updated following a rent increase, and about the landlord's complaint handling. The Ombudsman found service…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (delays in contacting the owner and completing works, and no compensation offered), and ordered a written…

The resident complained about the landlord's handling of damp and mould and replacement of her balcony door. The Ombudsman found the landlord delayed raising damp and mould repairs and communicated poorly, but resolved…

The complaint concerned the landlord's response to the resident's concerns about her garden path, which was recorded as needing repair (splitting and sunken in places) following an Occupational Therapist request. The…

The Ombudsman found service failure in the landlord's handling of the resident's reports of pests. The landlord delayed proofing repairs to prevent mice entering the property by around 11 months, failed to complete…

The Ombudsman found no maladministration in the landlord's handling of fire alarm tests, service failure in its handling of the resident's reports of pests (rats), and maladministration in its handling of reports of…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about estate signage, because it failed to fully address the concerns by confirming the accuracy of the estate name shown on the…

The Ombudsman found maladministration both in the landlord's response to the resident's concerns about its handling of a repair and in its complaint handling. It ordered the landlord to apologise, pay £250 compensation…

The Ombudsman found maladministration in the landlord's response to the resident's reports of a roof leak because it failed to identify its repair responsibility and respond to an emergency repair within its timescales.…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about subsidence and repairs, and service failure in its handling of the resident's complaints. Delays in progressing repairs,…

The Ombudsman found service failure in the landlord's response to the resident's reports of noise transference and ASB, because it failed to provide a timescale for its ASB case, did not assess/communicate the risk…

The Ombudsman found service failure in the landlord's handling of the resident's recent concerns about noise disturbance from improvement works: it failed to evidence feedback to contractors to minimise disruption and…

The complaint concerned a leaseholder's query about the obligation to pay service charges (including a 10-15% management fee), service charge demands for unpaid service charges and ground rent, and the associated…

The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of a mice infestation and the associated repairs, and service failure in its complaint handling. It ordered the landlord…

The Ombudsman found maladministration in the landlord's handling of the resident's reports that the communal TV was not working, and service failure in its handling of communal garden maintenance and of the resident's…

The Ombudsman found reasonable redress in the landlord's handling of repairs to the property, service failure in its handling of the resident's reports of damp and mould, and maladministration in its handling of an…

The landlord offered redress which the Ombudsman considered satisfactorily resolved the complaints about repairs to the internal doors, repairs to the front external door, and the associated complaint handling. However,…

The Ombudsman found service failure in the landlord's handling of the resident's reports of noise from the flat above, and service failure in its complaint handling. The landlord had already recognised its failings and…

The complaint concerned the landlord's handling of a dispute between the resident and her neighbours over the use of a communal garden (including bird feeders and potted trees). The Ombudsman found no maladministration…

The complaint concerns the landlord's handling of the resident's reports of anti-social behaviour and noise nuisance from a neighbour. The Ombudsman found maladministration: the landlord's communication was poor, its…

The Ombudsman found the resident's request for compensation over a leak and pest infestation at his previous address, and his concerns about his 2021 move and the condition of his new home, were outside jurisdiction.…

The Ombudsman found service failure in the landlord's response both to the resident's reports of no heating and hot water and to her reports of damp and mould. Downstairs heating was left inoperative from around March…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise nuisance by neighbours — largely because it failed to complete risk assessments earlier and did not follow up on the…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the width of an internal fire door. While the landlord arranged a consultant's reassessment and offered reasonable…

The Ombudsman found a service failure in the level of compensation the landlord offered following roof repairs, because it failed to investigate whether its £250 offer for damaged belongings was sufficient. It ordered…

The Ombudsman found maladministration in the landlord's handling of damp and mould repairs, which took over 12 weeks to act on and remained unresolved for 11 months, and service failure in its handling of staff conduct…

The Ombudsman found service failure in the landlord's handling of reports of damp and mould and the subsequent repairs to the guttering, fascias, soffits, roof, doors and window frames, citing delays and poor…

The landlord was found to have caused significant, recurring delays in completing repairs to faulty windows and to have failed to take action to address damp and mould over more than 18 months. It also failed to…

The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of a roof leak and associated damp and mould, and service failure in its handling of the associated complaints. The landlord…

The Ombudsman found reasonable redress in the landlord's handling of the resident's request for a new kitchen, service failure in its handling of the bathroom flooring condition, the faulty electric shower and the…

The landlord's handling of the resident's request to replace kitchen cupboard doors was affected by unreasonable delay (about three months and at least four unnecessary appointments) and unclear communication, but its…

The complaint concerned the landlord's handling of the resident's reports of damp, mould and the associated repairs. The Ombudsman found service failure: while the landlord generally acted promptly and reasonably, it…

The Ombudsman found maladministration in the landlord's handling of reports of repairs, as it failed to acknowledge or log the resident's repair reports during their occupation and did not fairly consider their concerns…

The complaint concerned the landlord's handling of the resident's reports of antisocial behaviour (ASB) by the neighbour below. The Ombudsman found service failure: the landlord's actions were broadly proportionate, but…

The landlord sent the resident an auto-generated rent arrears letter in error after a gap in housing benefit payments. It accepted the letter should not have been sent, changed its systems to prevent recurrence, and…

The Ombudsman found no maladministration in the landlord's handling of the resident's request to replace ground-floor flooring. The occupancy agreement made the resident responsible for fitted flooring, and there was no…

The Ombudsman found no maladministration in the landlord's decision not to upgrade/replace the back door (it is only required to repair, not improve). However, it found maladministration in the landlord's handling of…

The Ombudsman found service failure in the landlord's handling of the resident's request to reconnect the electric cooker point (it failed to call her back and delayed signposting her to the alteration request form) and…

The Ombudsman found maladministration in the landlord's handling of the resident's service charge queries: it failed to respond for seven months, apportioned costs between only 6 of 19 properties, did not adequately…

The complaint concerned the landlord's handling of the sale of the resident's leasehold property (delays providing a management pack and a deed of variation) and its handling of the associated complaint. The Ombudsman…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs, in its handling of a concern about a tree, and in its complaint handling. The landlord was ordered to apologise and…

The Ombudsman found reasonable redress in the landlord's handling of reports of safety issues in the kitchen, as its £75 offer for poor communication was proportionate to the inconvenience caused. However, it found…

Maladministration for handling of fly-tipping reports (delayed CCTV consultation, failure to log as ASB, poor communication, no risk assessment, no mediation). Service failure for complaint handling (refused complaint,…

The landlord took around seven months to complete repairs/replacements to the resident's windows and doors, failed to carry out damp-and-mould or security risk assessments, did not raise repairs promptly or in line with…

The Ombudsman found reasonable redress in the landlord's handling of the resident's report of a collapsed front wall and in its complaint handling. The landlord's initial advice to contact its insurer was incorrect…

The Ombudsman found the landlord offered redress prior to investigation which satisfactorily resolved the complaint about its handling of the resident's reports of an electrical house fire, but found service failure in…

The complaint concerned the landlord's handling of the resident's rent account at the end of the tenancy. The Ombudsman found a service failure: the landlord took 15 days to issue the tenancy confirmation letter…

The Ombudsman found severe maladministration in the landlord's handling of an insecure communal door left unrepaired for a year despite known safeguarding risks, service failure in its response to a rehousing banding…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (delays beyond its policy timescales, poor record keeping and communication, and no risk assessment), and…

The Ombudsman found service failure in the landlord's handling of reports of repairs to the communal roof and its decision to re-charge the resident, and service failure in its handling of the complaint. The landlord…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about communal cleaning, its handling of the initial one-off deep clean cost, and its complaints handling. It ordered the…

The Ombudsman found maladministration in the landlord's handling of repairs to the communal front door. While its initial responses to reports about the door were appropriate, there were disproportionately long delays…

The landlord was found to have committed service failure in its handling of the resident's request for a dedicated car parking space, having failed to give correct advice about her right to park in the car park and…

The Ombudsman found service failure in the landlord's handling of communal cleaning concerns, the initial one-off deep clean charge, and its complaint handling, including failing to log complaints twice and a…

The Ombudsman found the landlord made safe and repaired a communal leak within its repairs policy timescales, but its communication with the resident was unsatisfactory and caused additional distress. As the landlord…

The Ombudsman found service failure in the landlord's handling of repairs to the bathroom, including significant delays in completing the tiling and flooring repairs, poor record keeping and failure to monitor the…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about a neighbour's CCTV and in its handling of her reports of ASB and noise nuisance, and reasonable redress in its complaint…

The Ombudsman found service failure in the landlord's response to the resident's reports of antisocial behaviour, and maladministration in its handling of the associated complaint. The landlord had already offered £950…

The Ombudsman found maladministration in the landlord's response to reports of leaks in the car park and on the balcony, its complaint handling, and its record keeping, with the repairs left unresolved for around two…

The Ombudsman found maladministration in the landlord's handling of the resident's report that an electrical cable was incorrectly supplying electricity from her property to a separate garage below, because it did not…

The Ombudsman found no maladministration in the landlord's handling of damp and mould repairs or a management transfer request, and reasonable redress for delays in complaint handling given the landlord's £250…

The Ombudsman found maladministration in the landlord's handling of long-running noise nuisance reports, including a 12-month delay before contacting the neighbour, and in its complaint handling, ordering £800…

The resident reported problems with storage heaters from 2019. The landlord replaced them in November 2022 but further issues were found with the electricity meter. Following the Ombudsman's intervention, the landlord…

The complaint concerned the landlord's response to a secure tenant's requests to be decanted while asbestos removal work was carried out, along with its complaint handling. The Ombudsman found the landlord's…

The Ombudsman found service failure in the landlord's handling of damp and mould in a vulnerable resident's property (a 9-month delay in commencing identified works and a lack of interim measures), and maladministration…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of pests in the loft, damp and mould, and the condition of the windows and external doors, and service failure in its handling…

The Ombudsman found service failure in the landlord's response to the resident's reports of roof repairs and damp and mould (ineffective communication and failure to reflect the resident's vulnerabilities in its…

The Ombudsman found service failure by the landlord in its handling of the sale of a shared ownership property, due to two periods of unexplained delay and poor communication. However, the landlord offered reasonable…

The Ombudsman found no maladministration in the landlord's handling of the resident's privacy concerns about a neighbour's video doorbell, as permitting the installation following reported ASB was reasonable and…

The Ombudsman found maladministration in the landlord's handling of the resident's request for a video doorbell, ordering £400 compensation, while its £75 offer for complaint handling was found to be reasonable redress.

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a draught through newly refurbished windows (delay, failure to explore options, and failure to consider the resident's autism…

The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour reports. It failed to complete a risk assessment, offer support for the resident's vulnerabilities or mediation,…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress in the bedroom, due to lengthy, avoidable delays and a failure to act proactively (including in arranging…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of roof leaks (failures to inspect/repair within its 28-day policy timeframe, no evidence of internal damage repairs, and no…

The Ombudsman found the resident's concerns about a missed appointment on 3 October 2022, the actions of contractors on 7 October 2022, and discrimination to be outside its jurisdiction as they had already been decided…

The Ombudsman found maladministration in the landlord's handling of leaks, repairs and damage to the property and possessions, no maladministration in its handling of reported unauthorised alterations, and reasonable…

The Ombudsman found maladministration in the landlord's handling of responsive repairs to a heating system fault (delays raising the works order, delayed identification of the defect, a missed appointment and poor…

The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of multiple outstanding repairs, including damp, mould and pest infestations, ordering £2,440 compensation, a written…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, and reasonable redress in its handling of the complaint, ordering £200 compensation.

The Ombudsman found maladministration in the landlord's response to reports of damp and mould, its handling of door and window replacements, and its associated complaint handling. It ordered the landlord to pay the £375…

The Ombudsman found maladministration in the landlord's administration of the leaseholder's service charge account (poor communication about identified calculation errors and its failure to respond to information…

The Ombudsman found no maladministration in how the landlord handled the resident's management move, but service failure in how it handled her complaint due to delays in its stage 1 and stage 2 responses. It ordered the…

The Ombudsman found service failure in the landlord's handling of an ongoing roof leak, where it did not proactively chase the managing agent, and in its complaint handling, where it failed to log the resident's…

The Ombudsman found maladministration in the landlord's handling of raw sewage leaking into the resident's property and the associated repairs, ordering an apology, £600 compensation, a repairs survey and schedule of…

The Ombudsman found maladministration in the landlord's handling of reports of damp and mould (delays, no survey/diagnosis, and insufficient compensation), and service failure in its handling of unacceptable behaviour…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of trees blocking her window, which she had raised for over two years and which the landlord failed to address with repeated…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of pest infestation, as it failed to complete inspections of the property and communal areas and did not follow its pest control…

The Ombudsman found maladministration in the landlord's response to the resident's concerns about the replacement of her front door and in its complaint handling. It ordered the landlord to apologise, pay £1,100…

The Ombudsman found service failure in the landlord's handling of the resident's redecoration concerns and its response to a faulty fire alarm, and maladministration in its handling of the visitor parking dispute and…

The Ombudsman found service failure in the landlord's handling of repairs and damp and mould, and in its handling of the associated complaint. The landlord had already identified its failings and offered £1,225…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about outstanding repairs to his doors and fence, which took around 14 months to resolve, and found reasonable redress for the…

The landlord was found to have maladministration for its handling of the resident's longstanding repairs, including roof leaks, damp, mould, pest infestations, and lack of heating/hot water, which left the property…

The Ombudsman found maladministration in the landlord's handling of the appointment of a single point of contact: while it was reasonable to restrict contact, it failed to carry out the required reviews and to treat the…

The Ombudsman found reasonable redress for the landlord's handling of reports of no heating or hot water, which took 236 days to resolve (complicated by the communal ground loop not being the landlord's responsibility),…

The Ombudsman found maladministration in the landlord's response to the resident's request for new key fobs, its handling of grounds maintenance and communal cleaning concerns, and its record keeping. It found…

The Ombudsman found maladministration in the landlord's handling of damp and mould and of a mould mite infestation, and service failure in its handling of the complaint and the level of compensation offered. The…

The Ombudsman found maladministration in the landlord's handling of both the recurring sewage leaks at the resident's property and a separate ceiling leak from the flat above, and service failure in its complaint…

The Ombudsman found severe maladministration in the landlord's handling of repairs to the extractor fan vent and roof and of damp and mould and associated bathroom repairs, and maladministration in its handling of patio…

The landlord was found to have maladministration for its response to drainage issues (ongoing for over 3 years with sewage leaks affecting the garden and bathroom facilities), for poor communication, and for complaint…

The Ombudsman found that the increase in rent and service charges was outside its jurisdiction (a matter for the First-Tier Tribunal). There was no maladministration in the landlord's response to the resident's…

The Ombudsman found maladministration in the landlord's handling of the residents' service charge account, quality of services and service charge queries, because it made multiple errors with the service charge figures…

The Ombudsman found reasonable redress in the landlord's handling of the resident's heating repair reports and its associated complaint handling.

The Ombudsman found maladministration by The Guinness Partnership Limited for failing to follow its own ASB policy (not transferring the case to its tenancy enforcement team despite a risk assessment score of 33) and…

The Ombudsman found service failure in the landlord's handling of the resident's reports of kitchen leaks. The landlord initially failed to treat the leak as an emergency, and its 4-day delay in identifying and…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs, including prolonged delays to the carport repair (outstanding 338 days against a 28-day policy target), missed…

The Ombudsman determined that the complaint about the landlord's handling of the resident's repayment of court fees was outside its jurisdiction because the matter had already been subject to court proceedings and…

The Ombudsman found maladministration in the landlord's investigation of the resident's reports about vibration noise, citing poor communication and record keeping, failure to progress a further ventilation system…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of condensation, damp and mould (including delays to the back door repair and a failure to consider the household's…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about gas safety at her property: following an 'at risk' warning on the boiler due to an uninspected flue, the landlord failed…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the property's condition when moving in, severe maladministration in its handling of repairs to the bathroom suite,…

The Ombudsman found service failure in the landlord's response to the resident about bathroom repairs. The landlord's offer of temporary accommodation was in line with its decant policy, but there was an unreasonable…

The Ombudsman found maladministration in the landlord's handling of heat loss and window/door repair reports, and reasonable redress in its complaint handling, ordering an apology, £575 compensation and a repairs…

The landlord largely handled the shared ownership sale reasonably and appropriately compensated for communication failures, but incorrectly overcharged an administration fee of 1.75% instead of the 0.75% due under the…

The Ombudsman found reasonable redress in the landlord's handling of the resident's request for a bathroom adaptation, including its requirement for her to sign funding paperwork and its associated complaint handling,…

The Ombudsman found service failure in both the landlord's handling of leak repairs and its complaint handling, ordering £475 total compensation after the landlord only increased its offer once the Ombudsman got…

The Ombudsman found maladministration in the landlord's handling of pest infestations (mice and bedbugs), ASB reports, and the associated complaint. The landlord delayed action, failed to consider the resident's…

The Ombudsman found no maladministration regarding the landlord's response to tarmacking repairs, but found service failure in its response to service charge enquiries (for failing to address itemised costs, historical…

The Ombudsman found service failure in the landlord's handling of the annual gas safety inspection of the resident's property, including short notice for appointments, an unnecessary threat of legal action, an…

The complaint concerned the landlord's handling of the resident's reports of a rat infestation and related repairs. The Ombudsman found the landlord had acknowledged service failures in the delays to its repairs and…

The Ombudsman found maladministration in the landlord's handling of reports of noise-related antisocial behaviour, including a 7-month delay before visiting the neighbour and failure to act on medical evidence of harm…

The Ombudsman found maladministration in the landlord's handling of the boiler replacement and associated repairs and of the outstanding void repairs, and service failure in its complaint handling. The landlord was…

The Ombudsman found service failure in the landlord's handling of a roof leak repair and communication, and in its response to a compensation claim for damaged belongings, ordering a total of £650 in addition to a later…

The landlord took 488 days to repair recurring roof leaks into the resident's flat, causing damage, mould and distress. The landlord also delayed its complaint responses by nearly 10 months. Maladministration was found…

The Ombudsman found no maladministration in the landlord's decision to upgrade the warden call system or in the conduct of its staff during a home visit, but found service failure in the landlord's complaint handling…

The Ombudsman found maladministration in the landlord's response to the resident's reports of ASB, as it did not go far enough to support the resident given the history of repeated reports, and did not clearly explain…

The Ombudsman found service failure where the landlord's sustainability team did not call the resident back about home insulation within its 5-day policy timescale, and its £40 compensation offer was inadequate. It…

The Ombudsman found service failure in the landlord's handling of communal garden maintenance, communal cleaning/decoration, other repairs, and complaint handling; and maladministration in the handling of lift repairs…

The Ombudsman found maladministration in the landlord's handling of repairs following water ingress, its response to bin store concerns, and reports of stolen post, ordering £1,800 compensation and further remedial…

The Ombudsman found service failure in the landlord's handling of the resident's reports of damage to a window blind and sofa, as it failed to signpost the resident to make an insurance claim. Maladministration was…

The landlord was found to have maladministration for failing to complete void works and repairs before the resident moved in, including health and safety issues, and for failing to handle the boiler repair as an…

The Ombudsman found no maladministration in the landlord's response to the resident's reports of antisocial behaviour and noise from neighbours. The landlord investigated, liaised with the police and other agencies,…

The Ombudsman found service failure in the landlord's lettings process and complaint handling, and maladministration in its handling of the property's condition when let and required repairs, ordering £1,165.53 total…

The landlord was found to have service failure for its response to repairs following a water leak (delays, lack of updates), maladministration for its handling of damp and mould reports (over 18 months of delays,…

The Ombudsman found maladministration in all four complaint heads against The Guinness Partnership Limited: the kitchen replacement took 4 months with defects and poor communication; damaged flooring took 2 years to…

The Ombudsman found maladministration in the landlord's response to the resident's concerns about handling of major works (roof replacement) and in its complaint handling. The landlord failed to communicate…

The landlord was found to have maladministration for its handling of a prolonged roof leak (December 2020 to November 2021) that required the resident to be decanted for 109 days, and for its complaint handling, with…

The Ombudsman found maladministration in the landlord's response to ASB (failure to keep the resident informed, carry out a risk assessment, or consider an acceptable behaviour contract), maladministration in its…

The landlord was found to have severe maladministration for a 30-month delay in completing brickwork and cladding repairs, characterised by missed appointments, poor communication, and substandard work.…

The landlord was found to have maladministration for its handling of the resident's roof leak, which took 155 days to permanently repair, with poor communication, contractor mismanagement, failure to provide temporary…

The Ombudsman found maladministration in the landlord's response to a vulnerable resident's reports of bed bugs (3-month delay in arranging pest control, failure to consider vulnerabilities), maladministration in…

The landlord managed damp and mould repairs and external wall/gate repairs with no real oversight, leaving the family living with damp for years, and it closed the resident's initial complaint without response, taking…

The landlord was found to have maladministration for its handling of plastering repairs, which were delayed over 19 months, causing distress and exacerbating damp and mould. Service failure was found for complaint…

The Ombudsman found maladministration in the landlord's handling of the resident's service charge account (errors, delays, unclear explanations), its response to complaints about cleaning standards (failure to…

The Ombudsman found that the landlord offered reasonable redress for its failings in handling noise disturbances from water pumps and its poor complaint handling. The landlord acknowledged communication failures,…

The landlord was found to have severe maladministration for its handling of repairs, with windows and doors remaining outstanding for 14 months and a bathroom refurbishment incomplete. There was also maladministration…

The Ombudsman found maladministration in the landlord's handling of bathroom repairs that took 14 months for a resident recovering from bowel cancer with a stoma bag and no adequate bathing facilities, and…

The Ombudsman found maladministration by The Guinness Partnership Limited for its handling of repairs to a resident's conservatory roof and bedroom window, and for its complaints handling. The landlord failed to…

The landlord was found to have maladministration for its handling of repairs to the resident's front door, which remained unresolved for over two years despite surveyors recommending replacement, and for its complaint…

The Ombudsman found maladministration in the landlord's communication with the leaseholder about renewing windows and external doors, due to failing to respond to her legal advisor and unreasonably excluding the matter…

The Ombudsman found reasonable redress in the landlord's handling of ASB reports, as the landlord initially failed to respond to diary sheets and return calls but later took effective action that stopped further ASB,…

The Ombudsman found severe maladministration for the landlord's failure to resolve damp and mould in a family home over nearly 3 years, including repeatedly cancelling repairs, failing to communicate, and not acting on…

The Ombudsman found service failure in the landlord's handling of the resident's reports of antisocial behaviour. The landlord failed to acknowledge or respond to some reports, did not carry out risk assessments, had…

The landlord was found to have service failure for taking over 7 months to complete window repairs, with poor communication and failure to consider the resident's vulnerabilities. The landlord's offer of £550…

The Ombudsman found no maladministration in the landlord's handling of the resident's request for remedial works to the garden. The defects liability period had expired, the landlord investigated appropriately, and the…

The landlord delayed over a year in completing repairs to external brickwork, doors and windows, causing damp and inconvenience. It acknowledged the failures, apologised, and offered £600 compensation, which the…

The landlord was found to have maladministration for its handling of a resident's reports of leaks and condensation from skylight windows. It failed to complete repairs within its own timescales, did not properly…

The Ombudsman found service failure by the landlord regarding its response to delays in the sale of a deceased shared-ownership leaseholder's property. The landlord failed to evidence correct advice about a lease…

The Ombudsman found maladministration by The Guinness Partnership Limited for significant delays in completing repairs following a flood (from June 2021 to April 2022), poor communication, inadequate record keeping, and…

The Ombudsman found maladministration in the landlord's handling of a Right to Acquire application, which took over eight months (seven months beyond the statutory four-week timescale) due to poor communication, unclear…

The landlord provided incorrect information on an LPE1 form regarding a Section 20 notice for major works, causing delay and distress during the resident's property sale. The landlord's complaint handling was also…

The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould. The landlord failed to carry out thorough inspections or risk assessments, delayed in considering a…

The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports or its associated complaint handling. The landlord acted in line with its policies, carried out risk assessments,…

The Ombudsman found no maladministration in the landlord's handling of ASB reports about a neighbour's garden and fly tipping, nor in its response to allegations about staff conduct. However, there were delays in the…

The landlord was found to have service failure for taking 11 calendar days to restore a communal lift following a roof leak, which was not a reasonable timeframe given the elderly and vulnerable residents. The landlord…

The landlord was found to have service failure in its response to a resident's report of a leak. It failed to follow up on gaining access to the property above, delayed repairs, and communicated poorly. The Ombudsman…

The Ombudsman found maladministration in the landlord's handling of repairs to the resident's windows and back door and the level of compensation offered, ordering £1000 total compensation and further inspection/repair…

The Ombudsman found maladministration by The Guinness Partnership Limited for taking 23 days to repair a resident's shower, despite the resident having accessibility needs and a recent amputation. The landlord was…

The Ombudsman found no maladministration in the landlord's management of asbestos at the property, as it used qualified contractors, completed works safely, and conducted air tests confirming safe levels. There was also…

The Ombudsman found service failure by the landlord regarding garden maintenance (inconvenience caused to the resident in having to pursue a complaint for issues to be resolved) and regarding estate signage (failure to…

The landlord was found to have maladministration for wrongly denying the resident's Right to Acquire application based on an incorrect interpretation of a section 106 planning obligation, and for failing to consider…

The Ombudsman found that the landlord offered reasonable redress for its management of heating repairs, where it acknowledged failings (wrong part, missed appointment) and offered £40 compensation, arranged Sunday…

The landlord took around ten months to repair a defective ventilation system that was causing damp and mould in a shared-ownership property, despite acknowledging the fault was pre-existing. The Ombudsman found…

The Ombudsman found service failure because the landlord failed to provide a copy of a drainage survey to the leaseholder or to the Ombudsman when requested, lacking openness and transparency. The landlord was otherwise…

The Ombudsman found maladministration in the landlord's handling of window repairs, which took 139 days due to poor contractor coordination and communication failures, and maladministration in the complaint handling due…

The Ombudsman found no maladministration on both complaint heads: the landlord acted fairly and reasonably in the tenancy sign-up process (the resident had a representative and the landlord provided in-person support),…

The Ombudsman found that the landlord made reasonable redress for its handling of window repair reports and the associated complaint. The landlord acknowledged delays and poor communication, offered £500 compensation…

No maladministration for gas supply (leaseholder responsibility), dog consent (no evidence of withdrawal), or flooring/roof repairs (prompt action). Reasonable redress for rent/service charge error (£50 offered).…

The landlord was found to have maladministration for its handling of leaks to the resident's bath and shower, causing the resident to be without full bathing facilities for over two years and without any bathing…

The Ombudsman found that the landlord offered reasonable redress for its handling of a skirting board repair that was completed 13 days late, but found service failure in its complaint handling due to a 14-day delay in…

The Ombudsman found no maladministration in the landlord's handling of the resident's rent account or its use of a third party payment system, but found maladministration in the landlord's complaint handling for failing…

The Ombudsman found no maladministration by the landlord in its handling of rent arrears accrued at a previous address. The landlord communicated clearly, followed its policies, offered a £200 goodwill reduction, and…

The Ombudsman found maladministration for the landlord's 11-month delay in repairing the resident's bathroom floor, and maladministration for its complaint handling which took 152 days for a stage one response. Service…

The Ombudsman found reasonable redress for the landlord's handling of heating/hot water repairs (with £120 offered compensation accepted as adequate), service failure for its response to asbestos concerns, TV connection…

The Ombudsman found no maladministration in the landlord's management of the gardening contract and its decision not to refund the resident's service charge. The landlord had investigated concerns, monitored contractor…

The landlord gave the resident incorrect advice about termites and damp, causing her to temporarily move out. It acknowledged the failings, apologised, and waived rent, but its compensation offer was insufficient. The…

The Ombudsman found maladministration by the landlord for filling plaster cracks but failing to decorate the repaired areas or consider the resident's disability-related needs. The complaint handling delay was…

The landlord acknowledged service failures in its handling of the resident's reports of ongoing fly-tipping, including delays and failure to properly consider the resident's suggestions. It offered £50 compensation and…

The Ombudsman found that the landlord acknowledged failings in its handling of repairs (delays of 94 working days) and complaint handling, and offered £500 compensation. This was considered reasonable redress that…

The Ombudsman found no maladministration in the landlord's handling of reports about the resident's behaviour towards concierge staff. The landlord acted in line with its policies, appropriately considered the…

The landlord was found to have maladministration for its handling of a leak from a communal loft hatch, as it failed to promptly identify the correct responsible party (freeholder/managing agent), gave incorrect advice,…

The landlord took 17 months to replace a resident's faulty patio door, with missed appointments, poor communication, and delays. The complaint handling was also poor, with delayed responses and inadequate investigation.…

The landlord was found to have service failure for significant delays in replacing the resident's kitchen (March 2021 to January 2022) and poor communication, as well as for its severely delayed complaint handling…

The Ombudsman found maladministration for the landlord's failure to take appropriate action on fly tipping and for a six-and-a-half-month delay installing a communal lighting timer. Service failure was found for…

The Ombudsman found no maladministration by the landlord in its handling of the resident's reports about a blocked kitchen sink. The landlord attended promptly once notified, attempted to arrange a CCTV survey, but the…

The landlord was found to have maladministration for its handling of repairs after the resident was left without hot water from September 2020 to April 2021 due to poor contractor communication, incorrect parts…

The Ombudsman found that the landlord's offer of £350 compensation and other remedies for its poor handling of balcony door repairs constituted reasonable redress. However, the landlord's complaint handling was a…

The Ombudsman found no maladministration by The Guinness Partnership Limited in its response to the resident's reports of bedbugs and rats. The landlord had gone beyond its obligations by offering pest control as a…

The Ombudsman found no maladministration by the landlord in its handling of the resident's property move. The landlord acted reasonably by requesting medical evidence, liaising with the local authority, and ultimately…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of noise nuisance. The landlord took appropriate steps to investigate, offered diary sheets and noise monitoring, offered…

The Ombudsman found that the landlord offered reasonable redress for poor communication in handling a shared ownership property sale, where it missed an email about the buyer's intent to purchase 100% of the property.…

The landlord was found to have maladministration for its handling of repairs (fencing delayed 9 months, damp/mould delayed 57 working days, asbestos works outstanding over a year with poor communication and…

The landlord offered reasonable redress for delays and poor communication in replacing a bathroom extractor fan (five-month delay partly due to Covid-19 and an internal error), but there was service failure in its…

The Ombudsman determined that the landlord's offer of £750 compensation, made prior to investigation, satisfactorily resolved the complaint about delays and poor handling of bathroom repairs and the landlord's…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports about a neighbour throwing food in the garden which attracted pests, as the landlord investigated, provided feeders, carried…

The Ombudsman found that the landlord made a reasonable offer of redress (apology, £25 compensation, and action to fill holes) prior to investigation, which resolved the complaint about pest infestation handling…

The Ombudsman found that the landlord acted reasonably in advising the resident that garden maintenance (including ivy from a neighbouring property) was the tenants' responsibility, in line with its policies. The…

The landlord was found to have service failure for a seven-month delay in raising work orders to repair the resident's patio doors and windows following an April 2021 inspection, and for a 23 working-day delay in its…

The landlord was found to have service failure for its handling of the resident's faulty boiler reports. The resident was without heating for over two weeks during winter, with multiple missed and failed appointments by…

The landlord was found to have maladministration for its handling of damp and mould reports (poor record keeping, communication failures and delays since 2019) and for its complaint handling (no stage one response and a…

The Ombudsman found reasonable redress regarding the landlord's handling of a leak repair (it apologised and offered to replace damaged flooring and cover laying costs), no maladministration regarding its response to…

The Ombudsman found maladministration by The Guinness Partnership Limited for its poor handling of a resident's reports of anti-social behaviour, including inadequate record-keeping, failure to create an action plan,…

The landlord delayed resolving a leak in the resident's kitchen and repairing the damage, and its contractor missed an appointment to replace flooring. The landlord upheld the complaint, apologised, and offered £400…

The Ombudsman found no maladministration by the landlord in its handling of repairs to the resident's boiler. The landlord appropriately relied on its contractor's expertise, followed its responsive repairs policy, and…

The Ombudsman found that the landlord offered reasonable redress for its handling of the resident's reports about a faulty boiler after a mutual exchange, and for its delayed complaint handling. The landlord…

The Ombudsman found that the landlord's offer of £70 compensation and agreement to reattend to fit skirting boards constituted reasonable redress, resolving the complaint about poor workmanship in bathroom repairs…

The Ombudsman found no maladministration in the landlord's decision not to compensate the resident for flood damage to his hallway carpet, as the flood was an unforeseeable 'act of God' and the landlord was not…

The Ombudsman found no maladministration in the landlord's decision not to replace the front door, as it reasonably determined the damage was caused by the resident. However, there was service failure in the landlord's…

The Ombudsman found no maladministration in the landlord's handling of a leaseholder's reports of anti-social behaviour (noise nuisance from a neighbour). The landlord took reasonable initial steps, signposted the…

The Ombudsman found maladministration in the landlord's response to ASB linked to a communal garden, including a four-month delay in clearing hazardous broken glass and rubbish, failure to update the resident, and…

The Ombudsman found that the landlord offered reasonable redress for its handling of a flooding report (contractor failed to attend within 24 hours) and for delays in its complaint handling (stage two took over 13…

The Ombudsman determined that the complaint about damage to the resident's car from a falling roof tile was outside its jurisdiction, as liability for damages is a matter for the courts to consider.

The Ombudsman found maladministration by Plymouth Community Homes (PCH) for giving residents incorrect information about their tenancy status over many years due to a systemic IT error, causing distress and leading them…

The Ombudsman found maladministration because the landlord's £500 compensation offer did not provide reasonable redress for excessive delays in completing wall repairs (reported from around September 2020, not scheduled…

The Ombudsman found no maladministration by the landlord in its response to the resident's report of a leak. The landlord reasonably investigated, relied on its surveyor's findings of no structural defects, and…

The Ombudsman found maladministration for the landlord's delayed and unclear response to repair reports (works took over five months), no maladministration for the vehicle damage investigation, and service failure for…

The Ombudsman found no maladministration regarding the landlord's handling of the resident's compensation request for home improvements; reasonable redress for the boiler repairs (the landlord offered £100…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of anti-social behaviour. The landlord took appropriate steps including speaking to the neighbour, issuing warnings,…

The landlord reached an agreement with the resident to carry out repairs and inspections and to replace windows as part of a 2022 planned programme, but failed to evidence that the agreed work was completed or to keep…

The Ombudsman found service failure by The Guinness Partnership Limited for an unreasonable delay in arranging redecoration work to the resident's hallway following a leak, and for failing to properly consider the…

The Ombudsman found no maladministration by The Guinness Partnership Limited in its handling of a resident's reports of noise nuisance from a neighbour's laminate flooring. The landlord took reasonable and proportionate…

The Ombudsman found service failure because the landlord did not acknowledge or apologise for incorrectly telling the resident in 2018 that she was responsible for maintaining the front garden, only correcting this in…

The Ombudsman determined that the complaint about the landlord's management of a deceased neighbour's property was outside its jurisdiction because it did not relate to the resident's own housing or occupation of…

The Ombudsman found that the landlord offered reasonable redress to the resident regarding reports that a contractor damaged his vacuum cleaner and left his carpet in an unacceptable condition. The landlord investigated…

The Ombudsman found reasonable redress by the landlord regarding complaints about mismatched kitchen doors, a washing machine not being reconnected causing a leak, a contractor attending without vent parts, and a…

The Ombudsman found service failure because, although the landlord's handling of the gas safety check and abandonment process was reasonable, it did not do enough to assist the resident in having his energy accounts…

The Ombudsman determined that the complaint about the landlord's response to damage to the resident's car window was outside its jurisdiction, as the matter concerns liability for damages which is more appropriately…

The Ombudsman determined the complaint about staff conduct was outside its jurisdiction because the resident did not raise it as a formal complaint within a reasonable period (the incidents occurred in 2018/2019 but the…

The Ombudsman found service failure by The Guinness Partnership Limited in its handling of a resident's reports of antisocial behaviour from mid-2020 onwards. Although the landlord took reasonable steps to gather…

The Ombudsman found no maladministration by the landlord regarding its response to the resident's report that a toilet leak caused an increased water bill. The landlord responded to repair requests in a reasonable…

The Ombudsman found reasonable redress in relation to the landlord's response to reports of cold temperatures and insulation needs, delays in window repairs, and complaint handling. The landlord acknowledged multiple…

The Ombudsman found reasonable redress for the landlord's handling of roof leak repairs, as it acknowledged delays, apologised, and offered £270 compensation which was considered fair. No maladministration was found…

The Ombudsman found no maladministration in the landlord's response to reports of antisocial behaviour (drug use in communal areas), as it took appropriate action including security patrols and police liaison. However,…

The Ombudsman found service failure by The Guinness Partnership Limited for failing to properly investigate the resident's concerns about the condition of his windows. The landlord unreasonably refused to answer…

The Ombudsman found no maladministration by the landlord in its decision to restrict the resident's contact in November 2018. The landlord had given two prior informal warnings about the resident's excessive and…

The Ombudsman found service failure by The Guinness Partnership Limited for poor communication and failure to manage the resident's expectations regarding his right to acquire application, and for inadequate complaint…