The Complainant resided on an estate owned by the Landlord. He was also the chair of the estate’s Residents Association. The Complainant complained about the manner in which the Landlord deal with his complaints...

The Landlord proposed to carry out works that would have involved the demolition of the Complainant’s property as part of a redevelopment. The Landlord had not consulted the Complainant in respect of this in spite of the fact that the Complainant’s tenancy agreement required the Landlord to do so.

This complaint included allegations of verbal abuse and harassment, failing to deal with repairs and complaints and an allegation of misappropriation of monies raised by residents for a Christmas social event...

In 2006, reports that the Complainant’s flooring was substandard were brought to the attention of the Landlord. In November 2006 the Landlord’s complaint panel agreed to send the Complainant a comprehensive report by 28 December 2006 dealing with the alleged inadequacies with the flooring. The Landlord did not, however, send this report until January 2007...

The Complainant complained to the Housing Ombudsman Service in respect of his Landlord’s response to various complaints he made to it. The Complainant complained to his Landlord about a number of matters arising from his tenancy. The Landlord initially dealt with each of the Complainant’s complaints using its complaints procedure and the complaints got to stage 2 in the complaints process. However, the Landlord subsequently refused to progress the complaint when the Complainant wrote to his Housing Officer making offensive comments about other tenants and the Housing Officer.

The Complainant’s tenancy commenced on 14 June 2004. On 15 June 2004, the Complainant complained to the Landlord that the windows in the property were defective. The Landlord eventually replaced the windows and completed all other associated works by 7 September 2006. Between 15 June 2004 and 7 September 2006 there was inadequate communication by the Landlord with the Complainant and the Landlord did not always chase up its contractors as to progress on replacing the defective windows.

Paragraph 23c of the Housing Ombudsman Service Approved Scheme provides that the Ombudsman may at any time suspend of stop an investigation or formal inquiry if the member Landlord undertakes to make substantial redress to the Complainant which the Ombudsman concludes resolves the complaint satisfactorily.