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.
REPORT COMPLAINT 202006337 Greensquare Group Limited 31 August 2023 (Updated following review on 18 June 2024) Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide […]
The complaint relates to: The landlord’s handling of reports of a pest infestation.
The complaint is about the landlord’s response to the resident’s concerns about parking at her sheltered scheme.
The complaint is about the landlord’s handling of its proposals to remove the resident’s garage and driveway as part of its regeneration scheme.
The landlord’s handling of the resident’s report of a rodent infestation. The associated complaint.
The complaint is about the landlord's handling of the resident’s kitchen repairs.
The complaint concerns the landlord’s handling of the resident’s: Reports of damp and mould within the property. Request for a priority move to alternative housing. Related complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about: The landlord’s handling of repairs to the communal lift. The landlord’s subsequent complaint handling.
The complaint is about the landlord’s: handling of requests for repairs to the porch; handling of requests for repairs to the garden path, and; response to requests it make reasonable adjustments when arranging repairs appointments. The Ombudsman has decided to consider the landlord's complaint handling as part of this investigation.
The complaint is about the landlord’s handling of the resident’s report of a nuisance caused by an overgrown tree.
The complaint is about the landlord’s handling of the residents’ reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould at the property. The landlord’s handling of the complaint.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour. Complaint handling.
This complaint is about the landlord’s response to the resident’s reports of: Damage, damp and mould to his living room walls and ceiling following a flood from the flat above in October 2021. Drainage issues to the rear of his property. This complaint is also about: The landlord’s handling of …
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB).
The complaint is about: The landlord’s handling of the resident’s request for a managed move. The landlord’s handling of the resident’s reports of ongoing damp and mould.
The complaint is about the landlord’s handling of repairs at the property. This Service has also considered the landlord’s complaint handling approaches.
The complaint is about the landlord’s handling of: Water leaks from the upstairs flat and the subsequent repairs. The resident’s complaint.
The complaint is about: The landlord’s response to the resident’s reports about damp in the resident’s garage The landlord’s response to the resident’s reports about hedge cutting and the associated service charge. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s management and handling of: reports of a pigeon infestation. fly tipping on the estate. the standard of cleaning and maintenance on the estate. the resident’s complaints.
REPORT COMPLAINT 202128240 Home Group Limited 25 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 case. […]
The complaint is about the landlord’s handling of the resident’s report of: Damp and mould in the property and repair to window. The complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about the administration of the service charge. The Ombudsman has also considered the landlord’s associated complaint handling.
The complaint is about the landlord’s response to the resident’s requests for upgrades to her property.
The complaint is about: The landlord’s handling of the resident’s reports of a rodent infestation. The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the leaseholder’s reports of leaks into her property which led to internal damage. Complaints handling.
The complaint is about the landlord’s handling of: The resident’s concerns regarding the temperature of the third bedroom within her new-build property. The associated complaint.
The complaint is about the landlord's handling of: The resident's request for service charge information for the financial year 2020-21. The associated complaint.
This complaint is about the landlord’s handling of repair works to the resident’s garden.
REPORT COMPLAINT 202215791 Aster Group Limited 14 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 case. […]
The complaint is about the landlord’s management of the legal proceedings to gain possession of the property occupied by a neighbour due to anti-social behaviour (ASB) and the level of compensation offered to the resident in respect of the complaint. The Ombudsman has also considered the landlord’s complaint handling as …
The complaint is about the landlord’s response to the resident's reports of: Damp and mould. A leak in the bathroom ceiling. This investigation will also look at the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s report of a roof leak, damage to a ceiling, and damp and mould. The landlord’s handling of the removal of garden decking and repairs to the underlying concrete.
The complaint is about the landlord’s handling of the resident’s concerns about multiple leaks via the roof and guttering, and the positioning of scaffolding used to address this. This Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: handling of repairs to the resident’s back door; complaints handling.
REPORT COMPLAINT 202120407 Orbit Group Limited 30 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. […]
The complaint is about the landlord’s handling of repairs to the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is regarding the landlords; response to the resident’s request for replacement windows and doors; and. complaints handling.
The complaint is about the landlord’s handling of the resident’s reports about: The allocation of a neighbouring property. Anti-social behaviour (ASB). The resident’s request for a management move.
The complaint is about the landlord's handling of the resident's reports of his noisy dripping bath taps and shower, and the level of compensation offered for this.
This complaint is about the landlord’s: Response to the resident’s reports of: mould boiler issues Complaint handling; Record keeping.
The complaint is about the landlord’s response to the resident’s concerns regarding the condition of the property when it was let to her.
The complaint is about: The landlord’s handling of a shower repair. The landlord’s handling of the resident’s report of mould. The landlord’s response to the resident’s concerns about its housing officer. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of the condition of her garden. The Ombudsman has also considered the landlord’s handling of the formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak in her property and the subsequent repairs. Complaint.
The complaint is about the landlord’s handling of: the resident’s report of a leak in the roof; and the associated complaint.
The complaint is about the landlord’s handling of the resident’s request for fence repairs and replacement.
The complaint is about the landlord’s handling of: the resident’s transfer request; and the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of an upsurge of waste into his property from the communal drains. The Ombudsman has also considered 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 |