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 complaint is about the landlord’s response to the resident’s reports of a poor standard of cleaning and maintenance services in communal areas. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs to the resident’s property including damp and mould. Complaint handling.
The complaint is regarding the landlord’s; Handling of repairs to the resident’s shower panel. Complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The associated complaint.
The complaint is about the landlord’s: Response to reports of damp and mould in the property. Knowledge and information management (KIM). Complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for a full breakdown of service charges, and an explanation for the increase in service charges, since 2017/18. The associated complaint.
The complaint is about the landlord’s handling of a repair to the resident’s heating and hot water system. The Ombudsman also considered the landlord's complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns regarding service charges applied to her account. The Ombudsman has also considered the associated complaint handling as part of this investigation.
The complaint is about: The landlord's handling of the resident's reports of a loss of heating and hot water, including the level of compensation offered. The landlord’s complaint handling.
The complaint is about the amount of compensation offered by the landlord for the resident’s experience during the refurbishment of the kitchen at the property.
The complaint is about the landlord's response to the resident’s reports of repairs to her windows and front door.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) as well as the formal complaint.
The complaint is about the landlord’s: Disposal of the late resident’s possessions following the end of the tenancy. Complaint handling.
This complaint is about the landlord’s: Handling of repairs to the lift and external lights of the building. Handling of the resident’s associated formal complaint.
The complaint is about: The landlord’s response to the resident’s request for information about fire safety and cladding on the block he owned a shared-ownership property in, to enable him to complete the sale of the property; The landlord’s response to the resident’s request that it buy-back his shared ownership …
The complaint is about the landlord’s response to the resident’s reports concerning antisocial behaviour (ASB) and racial harassment.
This complaint is about the landlord’s: Response to the resident’s various disrepair concerns from April 2019. Handling of the resident’s vulnerabilities, health and welfare concerns. Complaint handling. Record keeping.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s request for information about how her rent was calculated, and; Complaint handling.
REPORT COMPLAINT 202205274 London & Quadrant Housing Trust 18 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
The complaint is about the landlord’s: response to a request for boiler repairs, and; failure to provide the resident with requested policies and practices.
The complaint is about the landlord’s response to the resident’s complaint about ownership of her allocated parking bay.
The complaint is about the landlord’s handling of the resident’s concerns regarding the brightness of the lighting outside her property.
The complaint is about the landlord’s response to: The resident’s reports of repairs to the property following flooding. The resident’s reports of repairs to the windows. Complaint handling.
The complaint is about the landlord’s handling of: Repairs to the balcony. Pests and dampness affecting the carpets.
The complaint is about the landlord’s handling of: the resident’s reports of noise nuisance caused by her above neighbour’s floorboards. the resident’s formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of noise transference from the property above . The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s administration of the resident’s rent account. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of the resident’s reports of:
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour and noise . Complaints handling.
The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom and downstairs toilet. The associated complaint.
The complaint concerns the landlord’s handling of: A request for adaptations to the property. The related complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about the delay in providing the resident with a secure parking space. Complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s property following damage caused by flooding. This Service has also considered the landlord’s associated complaint handling and offer of compensation.
The complaint concerns how the landlord handled a rechargeable repair to replace a thermostat in the resident’s property.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and his subsequent request to re housed. The landlord’s complaint handling The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: The landlord’s response to the resident’s ongoing reports of smells of fumes coming into the property from the garage below. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s rehousing request. The associated complaint.
The complaint is about the landlord’s: Apportionment of service charges for bulky refuse removal. Handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s request to change her tenancy from a joint to a sole tenancy and for a move. The Ombudsman will also consider the landlord’s complaint handling.
REPORT COMPLAINT 202015259 Peabody Trust 5 June 2023 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 […]
The complaint is about the landlord’s: Response to recommendations from an occupational therapist for adaptations at the property; Complaint handling.
The complaint is about the landlord’s handling of the resident’s complaint concerning snagging items and defects in his new build property.
The complaint is about: the landlord’s response to the resident’s concerns for her family’s safety in the property; the landlord’s handling of the resident’s request to be rehoused; the landlord’s response to the resident’s concerns regarding her children’s health as a result of living in the property; the landlord’s request …
The complaint is about:
The complaint is about the landlord’s handling of: The resident’s reports of water ingress caused by faulty guttering; The resident’s insurance claim covering the resultant damage; The associated complaint.
The complaint is about the landlord’s: Response regarding its repair responsibilities at the property. Handling of a lighting repair. The Ombudsman has also assessed the landlord’s complaint handling.
The landlord’s handling of: The resident’s request to remove a ramp from the front of her property due to safety concerns. The associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of noise disturbances. The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of reports of leaks within the property and the associated repairs. The landlord’s handling of the resident’s complaint.
| 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 |