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 report of disrepair in the property, primarily: The dormer windows not fitted correctly, allowing water ingress into his flat when open; The water leak into his flat; The front and back communal entry doors requiring replacing as they did not …
The resident complains about the landlord’s delay in resolving a leak into the property, and its subsequent offer of compensation for this.
The complaint concerns: The landlord’s response to the resident’s request for bathroom and kitchen repairs. The landlord’s communication and complaint handling.
The complaint is about the landlord’s response to the resident’s request for information about the cladding on the building she resides in, to enable her to complete the sale of her shared-ownership home.
The complaint is regarding the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB) by his neighbour.
The complaint is about the landlord’s response to the resident’s reports of noise nuisance and other behaviour by a neighbour.
The complaint is about the landlord’s handling of: repairs to the resident’s windows and doors; complaints about intermittent hot water at the property; the associated formal complaint.
The complaint is about the landlord’s handling of reports of a backflow surge of water into the property and its response to the complaint.
The complaint is about the landlord’s response to the resident’s request for information to enable her to complete the sale of her shared-ownership home, including information about the cladding on the building she resides in.
The complaint is about how the landlord dealt with arrangements to carry out an annual gas safety inspection at the resident’s property.
The complaint is about: the landlord’s response to the resident’s reports of leaks into his property, including the conduct of its staff and damage to the property and his appliances; and the landlord’s handling of the resident’s complaints.
The complaint is about the landlord’s:
The complaint is about the landlord’s: Response to Government guidance on cladding in relation to the building the resident owns a property in. Response to the resident’s request to reimburse the costs which she had incurred in attempting to sell the property. Complaint handling.
The complaint is about: the landlord failing to carry out void works prior to the resident moving into the property; the length of time it took the landlord to carry out repairs; the landlord’s communication, including complaint handling and staff conduct.
The complaint concerns: The landlord’s decision to replace a double-glazed bedroom window, that it had installed at the resident’s property, with a single-glazed window following planning permission issues with the local authority. The landlord’s communication and complaint handling.
The complaint is about the landlord’s decision not to reimburse the resident for water costs she says she incurred as a result of its delaying in repairing the toilet water flush mechanism and then later paying compensation into her rent account rather than directly to her water company or to …
The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour and noise nuisance, and complaint handling.
The complaint is about the landlord’s:
The complaint is about: the landlord’s handling of works to the resident’s fence and gate. the landlord’s complaints handling.
REPORT COMPLAINT 201913961 Peabody Trust 29 January 2021 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 decision not to: reimburse the resident £180 that he paid to have a repair carried out to the communal water tank in the building; offer compensation for the inconvenience caused.
The resident complains about the landlord’s response to his reports of damp and mould in the property.
The leaseholder complains about the landlord’s handling of: reports of a repair at his property, and; the subsequent formal complaint.
The complaint is about the landlord’s handling of the resident’s: report of a leak into his property; associated formal complaint.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance caused by the neighbour’s dogs.
The complaint refers to: The Landlord’s response to an accusation of verbal abuse made against the Resident. The Landlord’s complaint handling of this matter.
The resident’s complaint is about the landlord’s response to his: Reports of issues with his water supply. Reports of a roof leak; and The associated complaint regarding these issues.
The complaint is about the landlord’s handling of the leaseholder’s: reports of a leak into the property and consequent damage; associated formal complaint
The resident has complained that: The landlord has not provided a reasonable explanation of, or supporting information for, the service charge items The landlord has increased the rent twice within a year The landlord has managed the rent account inappropriately by agreeing to a direct debit payment date that in …
The resident has complained about the landlord’s: response to her reports of damp and mould in her property; handling of a leak through her bedroom ceiling.
The complaint concerns: The condition of the property at the start of the tenancy and how the subsequent repairs were handled by the landlord. The level of compensation offered by the landlord.
The complaint concerns the landlord’s handling of remedial works at the property for mould and damp.
The complaint is about: the level of redress offered by the landlord in respect of its acknowledged failings in carrying out works at the property, the landlord’s response to the resident’s request for compensation in respect of the damaged carpet at the property, and the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of other residents leaving items in the communal areas of the building.
The complaint is about the landlord’s handling of repairs required at the property; in particular, delay to inspection/repair of an airbrick in the bedroom and associated damp and mould inspection and treatment.
REPORT COMPLAINT 201914551 Hexagon Housing Association Limited 22 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
REPORT COMPLAINT 202003390 Lambeth Council 20 January 2021 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 lack of rent abatement for the period that the resident was temporarily decanted from her home.
REPORT COMPLAINT 201913343 Octavia Housing 14 April 2021 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 […]
REPORT COMPLAINT 201810771 Clarion Housing Association Limited 12 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
This complaint is about the landlord’s response to the resident’s reports of mould in her property.
The complaint is about the time taken by the landlord to activate the gas supply in the resident’s property at the beginning of the tenancy.
REPORT COMPLAINT 202003763 One Housing Group 14 January 2021 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 leak at the property and its subsequent compensation offer.
The resident has complained about the administration of his rent account, specifically the handling of a housing benefit payment and the resulting rent arrears.
The complaint is about: the landlord’s handling of roof repairs. The complaint is also about the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s reports about the condition of the shared garden.
The complaint is about the landlord’s handling of the resident’s reports of a leak in the bathroom causing mould, damp, and damage to the flooring.
The complaint is about the landlord’s: response to the resident’s reports about a rodent infestation in the loft above her property; complaints handling.
| 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 |