Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
The resident’s complaint is about the landlord's handling of repairs to a leak in the roof of the property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint about this matter.
The complaint concerns how the landlord handled the resident’s request for compensation following missed contractor appointments.
The complaint is about the landlord’s handling of: The replacement of the resident’s kitchen and its communication about this. The associated complaint.
The complaint is about the landlord’s handling of the resident’s request for the suspension of rent payments for the period when the resident reported the property was unfit.
The complaint is about the landlord’s response to the resident’s concerns about noise from a vacant flat above her, including staff behaviour related to this.
The complaint is about the landlord’s response to the resident’s report that her fence had collapsed.
The complaint is about the landlord’s response to the repairs the resident reported at the property, including damp.
REPORT COMPLAINT 202114761 Hackney Council 30 November 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is set […]
The complaint is about: The landlord’s response to the report of damp and mould in the property. The landlord’s communication with the resident in relation to the damp and mould in the property.
The complaint is about the landlord’s response to the resident’s report about: A window repair. A gutter repair. The complaint handling.
The complaint is about the landlord’s: Action prior to a mutual exchange. Response to the resident’s reports of repairs required to the property. Complaints handling.
The complaint is about the landlord’s response to the resident’s reports about the loss of heating and hot water at her property.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The remedial work needed to windows in the property. The associated complaint.
The complaint is about: The landlord's handling of repairs to resident's roof. The landlord handling of repairs to the resident’s fencing.
The complaint is about the way the landlord dealt with plastering works and other repairs to the resident’s home.
The complaint is about the landlord’s response to the resident’s reports regarding antisocial behaviour (‘ASB’) from her neighbour.
The complaint is about the landlord’s handling of: The resident’s reports of several repair issues, including damage to the guttering, flooring, several doors and a stop tap leak. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. This Service has also made a finding regarding the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a theft and security issues in her building. The landlord’s response to the resident’s concerns about the provision of a concierge service. The landlord’s response to the resident’s assertion that she had not been receiving the window cleaning …
The complaint is about the landlord’s response to the resident’s report of smoke nuisance from his neighbour’s property.
The complaint is about the landlord’s handling of: Repairs to the resident’s window. The resident’s reports of a pest infestation which caused damage to her property in 2017/18. The resident’s report that her light fitting remains damaged following previous rodent activity. The associated complaint.
The complaint is about the landlord's response to the resident’s reports of damp and mould in a bedroom in the property, and its handling of the remedial repairs.
The complaint is about: The landlord’s handling of the resident’s requests for disability adaptations to her bath recommended by her occupational therapist (OT). The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about the quality of repair work carried out in the bathroom of his property. The associated complaint.
The complaint is about the landlord’s response to various repairs raised by the resident.
The complaint is about the landlord’s: Response to queries about the resident’s service charge account and its decision to initiate legal action against her for unpaid charges. Communication in respect of a query she made regarding extending her lease and responsibility for the replacement of the front door at the …
The complaint is about the landlord's response to the resident's concerns that their garden was unsafe and unusable, and their request for the garden to be paved.
The complaint is about the landlord’s handling of the resident’s concerns about the management of the intercom services, including their request for a refund.
The complaint is about the landlord’s handling of the resident’s rent arrears.
The complaint is about the landlord’s handling of the resident’s reports concerning antisocial behaviour (ASB).
The complaint is about the landlord’s handling of: The resident’s reports of damaged front bay windows. The associated complaint.
This complaint is about the landlord’s handing of concerns raised by the resident since April 2021 about access to his property.
The complaint is about the landlord’s: Handling of the resident’s request to be given prior written notice of any appointments. Handling of the resident’s report that her bathroom was cold. Complaint handling.
The complaint is about the landlord’s response to the resident’s request for replacement flooring in her bedroom.
The complaint is about the landlord’s handling of: The resident’s reports that her dishwasher and computer had been damaged as a result of electrical testing completed at the property. The associated complaint.
This complaint is about the landlord’s: Response to various reported defects, including damp resulting from water ingress through the property’s front and rear doors; Complaint handling.
The complaint is about the landlord’s response to reports of water ingress and damp at the property. The Ombudsman has also considered the landlord’s: record keeping, and; complaint handling.
The complaint is about the landlord's handling of repairs at the resident’s property.
The complaint is about: The landlord’s handling of the resident’s request to reinstate the fence that was in place prior to moving into the property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for aids and adaptations to the property. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s handling of: The resident’s reports of a leak in his property. The associated complaint.
The complaint is about the landlord’s handling of a leak at the resident’s home, and its response to his request for compensation for damaged personal items.
The complaint is about the landlord’s handling of: The resident’s reports of a defective boiler. The associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s plasterwork, flooring and gas pipes.
The complaint concerns how the landlord handled the resident’s reports of damp and mould at the property.
The complaint is about the landlord’s handling of the resident’s request for an extension.
The complaint is about the landlord’s handling of the resident’s reports of a water leak through his ceiling.
The complaint is about the landlord’s handling of: Repairs at the property, and; the associated formal complaint handling.
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to the garden.
The complaint is about the landlord’s Response to the resident’s reports of damp and mould at the property. Complaints handling. Record keeping.
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |