Case Reference: 202120035 1 of 3

CaseId : 202120035
Created and sent on : 30/11/2021 at 13:23
Created by : @housing-ombudsman.org.uk
Created using template Admin Acknowledgement Complainant
Emailed from address : casework@housing-ombudsman.org.uk
Email Recipients : hpresley78@hotmail.co.uk
Email Subject : Case ID – 202120035 [REF/Lq/19/Vw/8p/]
Email Body :

30 November 2021

Dear Ms Presley
Complaint: 202120035 – Housing For Women
Thank you for your correspondence.
Your enquiry has been assigned reference number 202120035. This reference
number will enable our team to locate the information you have provided us with.
Please quote this when contacting us about your case.
Your correspondence has been passed to a member of the Dispute Resolution Team
who will contact you within 15 working days if necessary.
Further correspondence can be forwarded to us using the following methods:
Email: info@housing-ombudsman.org.uk
Address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
Telephone: 0300 111 3000

Yours sincerely
Dispute Support Team

PO Box 152, Liverpool L33 7WQ
0300 111 3000
http://www.housing-ombudsman.org.uk
Case Reference: 202120035 2 of 3

To find out how we use your personal data together with your rights under the

Data Protection Act 2018 go to http://www.housing-ombudsman.org.uk/about-
us/your-data/

Try our free online dispute resolution training (click here to access)
Case Reference: 202120035 3 of 3

Case Reference: 202204637 1 of 21

16 September 2022

Ms Hulya Presley
Flat 23 Clarson Court
130 Gosterwood Street
LONDON
SE8 5NY

Dear Ms Presley
Complaint: 202204637 – Housing For Women
Thank you for your correspondence and the recent information you have provided. I
understand you have a number of complaints.
Your complaints
You have complained about:
 The landlord’s handling of repairs
 The landlord’s handling of your Subject Access Request
Background to your complaints
I can see the Ombudsman has investigated your complaints in 2016 and July 2022
in respect of various repairs. Those cases are now closed and concluded as our
statutory dispute resolution procedure is at an end.
In respect of your contact on 17 May 2022, it is unclear whether the repairs you are
referring to are wholly new or were part of your claim and complaint that was
investigated by the Ombudsman in July 2022. As such, we require further
information from you.
Further information required
I should be grateful if you would provide answers to the following:
 Please specify the repairs, including:
o The repair issue
o Which room(s) is/are affected
o When they were reported to the landlord

PO Box 152
Liverpool
L33 7WQ
Tel: 0300 111 3000
info@housing-ombudsman.org.uk
http://www.housing-ombudsman.org.uk
Case Reference: 202204637 2 of 21

o When you raised a complaint with the landlord about its handling of the
repairs.

The Ombudsman’s jurisdiction
I should advise you that there are some complaints the Ombudsman does not
investigate, including:
 Complaints which the Ombudsman has already considered or determined
 Complaints where there is another Ombudsman or complaint handling body to
consider the matter
In your case, if the repairs you are now complaining about relate to the repairs
complaint, we determined in 2016 and 2022, we’ll not be able to investigate those
again.
The complaint about a subject access request is better dealt with by the Information
Commissioner’s Office who is responsible for deciding if organisations have
complied with their obligations under the relevant data protection legislation.
Our role
Once we receive the above information, we then may be able to ask your landlord to
consider a complaint via its internal procedures. We may only investigate where a
complaint has exhausted the landlord’s complaint procedure.
Yours sincerely

Chloe Winstone
Dispute Resolution Advisor
Case Reference: 202204637 3 of 21

From: hpresley78@hotmail.co.uk
Subject: Re: Case ID – 202204637 [REF/J5/N4/Zb/2Z/]
To: “casework@housing-ombudsman.org.uk” (casework@housing-ombudsman.org.uk);
CC: “vicky.foxcroft.mp@parliament.uk” (Vicky Foxcroft MP);
Date Sent: 28/07/2022 15:12:07
Dear Hannah
Thank you for your email.
I have two complaints currently with the Housing Ombudsman.
One relates to the disrepairs and complaints handling which has been investigated with a
determination and order given to my landlord.
The second complaint relates to my SAR and complaints handling which I am assuming is the
case you are referring to. I forwarded all the relevant evidence last year.

My case has not progressed to court and my SAR complaint is nothing to do with the legal case
which is currently being delayed by my landlord and which the ombudsman are aware of.

1. The disrepair case has not gone to court.
2. I raised the complaint through my landlord and followed the procedure last year.
   My landlord provided their final response which I forwarded to the ombudsman.
   Many thanks.
   Kind regards
   Hulya Presley

On 28 Jul 2022, at 13:40, casework@housing-ombudsman.org.uk wrote:

28 July 2022

Dear Ms Presley

Complaint: 202204637 – Housing For Women

Thank you for contacting the Housing Ombudsman Service, I am sorry to hear about the
problems that are affecting you in your home.

As I understand it, your complaint relates to the landlord’s handling of disrepairs to your
property.

On reviewing your case, you have provided our Service with letters from legal representatives,
but it remains unclear whether this progressed to the Court and whether the outstanding concerns
where made as part of the claim.
Case Reference: 202204637 4 of 21

>

Before we are able to assist you it would be helpful if you could please clarify the following:
1) can you confirm if your disrepair claim was progressed at Court
2) can you confirm when you most recently raised your concerns with the landlord through its
complaints process

It is your landlord’s responsibility to investigate your concerns and provide a response to you.
It is the Housing Ombudsman’s job to make sure that your landlord responds to you, treats you
fairly and puts things right. I have included a factsheet about our service which will explain more
about how we can help.

The first step is to make sure that you make a complaint and from the information you have
provided it is not clear if you have made a formal complaint directly to your landlord, and
whether your complaint was subject to legal proceedings.

Jurisdiction

The Housing Ombudsman are unable to review a case which has been subjected to legal
proceedings, as this sits outside of our jurisdiction. For further information on this, please see
below:

Frequently Asked Questions – Housing Ombudsman (housing-ombudsman.org.uk)

Once you have clarified the status of the complaint and whether any of the repairs or disrepair
claim was subject to legal proceedings, the Housing Ombudsman can advise and assist you
further.

If responding by email, please reply to this email without editing the subject line which
contains a unique code allowing our systems to automatically file the email and inform the
casework team.

Yours sincerely

Hannah
Dispute Resolution Advisor

PO Box 152, Liverpool L33 7WQ
0300 111 3000
http://www.housing-ombudsman.org.uk
To find out how we use your personal data together with your rights under the Data Protection
Act 2018 go to http://www.housing-ombudsman.org.uk/about-us/your-data/
Try our free online dispute resolution training (click here to access)

Case Reference: 202204637 5 of 21

Case Reference: 202204637 6 of 21

The Housing Ombudsman are unable to review a case which has been subjected to
legal proceedings, as this sits outside of our jurisdiction. For further information on
this, please see below:
Frequently Asked Questions – Housing Ombudsman (housing-ombudsman.org.uk)
Once you have clarified the status of the complaint and whether any of the repairs or
disrepair claim was subject to legal proceedings, the Housing Ombudsman can
advise and assist you further.
If responding by email, please reply to this email without editing the subject line
which contains a unique code allowing our systems to automatically file the email and
inform the casework team.
Yours sincerely
Hannah
Dispute Resolution Advisor

PO Box 152, Liverpool L33 7WQ
0300 111 3000
http://www.housing-ombudsman.org.uk
To find out how we use your personal data together with your rights under the

Data Protection Act 2018 go to http://www.housing-ombudsman.org.uk/about-
us/your-data/

Try our free online dispute resolution training (click here to access)
Case Reference: 202204637 7 of 21

Case Reference: 202204637 8 of 21

On 17 May 2022, at 17:33, H P hpresley78@hotmail.co.uk wrote:
Dear Mr Blakeway
I apologise for contacting you directly but as I do not know who is dealing with my case at
the Housing Ombudsman, I wanted to contact you directly to make you aware of my
landlord’s unreasonable behaviour.
I have a long history with the Ombudsman going back years. My previous case was not

Case Reference: 202204637 9 of 21

dealt with appropriately and delays and mistakes were made by the Ombudsman despite
the evidence I had. Since my case was closed by the Ombudsman in 2016, I have tried
every step to resolve getting the correct repairs carried out but unfortunately here I am in
2022, still waiting for the repairs.
I have gone through my MP throughout the years, including Lewisham Council, local
councillors, your department and nothing has improved or helped. In fact, LBL have failed
to take my case seriously over the years which has resulted in my landlord continuing to
abuse their power and causing myself and son ill health through their refusal to carry out
the disrepairs, for repeatedly discriminating us as well as using intimidating behaviours to
get me to drop my case and move out. They have ignored years of ASB that has directly
affected myself and son, repeatedly put us at risk and ignored many concerns I’ve raised
which other neighbours have also reported. As a result of the council refusing to help and
refusing to put me on the housing register, failing to use their powers to and duty of care
and H4W continuing to lie and cover up evidence, I was left with no other option but to
seek legal advice again last year through other neighbours who were already taking out a
group claim against H4W.
Had my case been taken seriously previously in 2016 by the Ombudsman and had the
council intervened, I would not be living in this property years later, still waiting for the
same repairs that were due to be repaired many years ago. I have documented everything
throughout the years.
As a result of me taking legal action for the disrepairs in my home, H4W have turned more
hostile against me, further discriminating myself and son and excluding us from services
while they receive full rent and service charges.
Throughout this legal disrepair case, H4W have made life incredibly stressful and hard and
clearly have no intentions of wanting to resolve my case.
Initially they made an offer to settle by ignoring the disrepairs including the flooring
disrepairs that has been outstanding since 2013. When the Ombudsman ordered H4W to
repair the flooring in 2016, H4W did not rectify and repair the flooring, all they did was
replace the top two layers. They did nothing to prevent further leaks and as a result of
their negligence my home has suffered many other leaks that has caused damage to my
home.
This case has been extremely distressing. Mistakes have been made by the expert
inspector with disrepairs missing from the expert report, as well as incorrect information
on another expert report. As a result of these, I refused to sign any agreement until all my
disrepairs were listed and the correct information was provided in regards to the district
heating.
H4W then made another offer, listing what they would do and wouldn’t do.
I received an email from the Housing Ombudsman to say that my complaint was going to
be investigated which was referred to your office last year.
Two days later, H4W made another offer to settle my claim on the conditions I withdraw
my complaint from the Ombudsman and any further complaints and cases. That
specifically named the Housing Ombudsman.
The CEO of H4W is fully aware I would never withdraw or not pursue my complaint and

Case Reference: 202204637 10 of 21

any other cases and complaints. This was done to deliberately cause me further stress and
anxiety and to further delay my case. They also wanted me to sign a full confidentiality
agreement.
I never agreed to sign or do anything until my solicitor corrected the experts reports and I
told my solicitor I would not agree to any of their terms, however that I would agree to
keep the compensation confidential only once the remaining disrepairs were added and
correct information was submitted regarding the district heating.
So my question is, was the case officer assigned to my case aware that H4W are requesting
I withdraw my complaint from your department? Is this what the Ombudsman want for
tenants to withdraw their complaints? I fully understand and appreciate how busy your
department are, increasing caseloads that are demanding and stressful but I really hope
this is not something investigating officer’s are encouraging social housing landlords to do.
My solicitor has finally added the remaining disrepairs in the counter offer made to H4W
and I have paid for a private, qualified and competent engineer who carried out an
inspection on my heating and hot water which confirmed the the truth about the issues
with my heating and hot water and H4W still withhold evidence and reports.
H4W have deliberately delayed the repairs and my cases knowing that the disrepairs in my
home are getting worse, including leaks, damp, mould, infestations, blocked drains to
name a few. It’s absolutely clear that H4W are hoping the disrepairs get to the point that
they’re so bad, it will require us to move out which I have personally told them last year
during their property MOT inspection that we would not move out during the works due to
my health conditions and poor health. They’ve just continued to mock me and deny us
living in a decent home, taking away our peace, taking away our dignity while earning
money from me through their rent and service charges.
Please could you look into my case because this treatment is totally unfair and
unacceptable and journalists have seen my evidence and see how we continue to he
discriminated and punished for speaking out and pursuing my complaint and case.
Thank you for your time.
Kind regards
Hulya Presley

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Fwd: Case ID – 202318915 [REF/Le/ey/6N/7K/]

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H P <hpresley78@hotmail.co.uk>	Thu 25 Apr, 21:07
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Begin forwarded message:

From: casework@housing-ombudsman.org.uk
Date: 28 November 2023 at 22:46:13 GMT
Subject: Case ID – 202318915 [REF/Le/ey/6N/7K/]

28 November 2023


Dear Ms Presley

Complaint: 202318915 – Housing For Women

Thank you for contacting the Housing Ombudsman Service.

The Housing Ombudsman Service investigates complaints about housing services from tenants and leaseholders of member landlords. Complaints the Ombudsman investigates must:

–  be about a landlord that is a member of the Housing Ombudsman Scheme,
–  relate to housing services,
–  have exhausted the landlord’s complaints procedure.
– not be subject to or have been subject to any legal proceedings
– have been brought to us within 12 months of the final response from the landlord

I’m afraid that we are not able to offer advice, assistance, or advocacy and as I understand it, your concerns are not something that we are able to help with because:

–  your case has been subject to any legal proceedings

Your case has been closed, however if I have misunderstood your concerns, or your landlord is a member of our Scheme, please let us know and we will consider what we can do to help.

Yours sincerely


Dispute Resolution Adviser
 
PO Box 152, Liverpool L33 7WQ
0300 111 3000
www.housing-ombudsman.org.uk 
To find out how we use your personal data together with your rights under the Data Protection Act 2018 go to www.housing-ombudsman.org.uk/about-us/your-data/
Try our free online dispute resolution training (click here to access)
Changes to the Housing Ombudsman Scheme took effect from 1 October 2022. To find out what this means for residents and landlords visit our website

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