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 complains about: The landlord’s handling of repair works to the property, standard of the service provided in relation to this, and level of compensation offered. The lack of reimbursement for the costs incurred. The Ombudsman has also considered the landlord’s complaint handling
The resident has complained about the landlord’s handling of repairs to his balcony door.
This complaint is about the landlord’s handling of:
REPORT COMPLAINT 202100650 London & Quadrant Housing Trust 11 November 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. […]
The complaint is about: The landlord’s handling of the resident’s reports of repairs to her front garden brick wall. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a roof leak, causing damage to his ceilings. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
This complaint is about the landlord’s handling of the resident’s request for a reimbursement of inaccurate service charges she paid in 2016/17 and 2017/18.
The complaint is about the landlord’s: Response to the resident’s concerns regarding service charges applied to her account. Complaint handling.
The resident complains about how the landlord handled her reports of repairs needed to the wet room.
The complaint is about the landlord’s handling of tree maintenance next to the resident’s property.
The complaint is about the landlord’s handling of the resident’s request for: A kitchen and bathroom refurbishment; and Repairs required to her bathroom. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s complaint concerning a heating inspection at his home.
The complaint is about the landlord’s response to the resident’s: request to repair the door-shutting mechanism to a communal door. complaint about the above matter.
The complaint concerns the landlord’s handling of the resident’s complaint about incomplete repair work to his balcony.
The complaint concerns the landlord’s handling of the resident’s reports of fumes from the vehicle garage below her home.
The complaint is about: The landlord’s administration of the resident’s rent and service charge account, including its response to her queries. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: A leak at the property and subsequent repairs and associated damage. The landlord’s complaint handling.
The resident complained about the landlord’s response to her complaint about her service charge for 2018/19 and in particular its failure to explain the basis for a particular item charged.
The complaint is about: the landlord's response to the resident’s reports of cracks and subsidence at the property and the back door not closing properly. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns that it removed her bikes from the bike shed without her consent or notice. Complaint handling.
The complaint refers to the landlord’s handling of: repairs to the resident’s roof, outhouse and front door. the associated complaint.
The complaint is about the landlord’s handling of repairs at the property, specifically in respect of the heating and hot water systems and the landlord’s actions in respect of this.
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the related complaint.
The complaint is about the standard of cleaning carried out at the property.
The complaint is about the landlord’s response to the resident’s reports of noise nuisance from a neighbouring property.
The resident complained about the landlord's response to his complaint that he had been left without heating and hot water for 18 months between 2016 - 2018.
The resident has complained that the landlord has offered insufficient compensation after upholding their complaint about the condition of the property when let, and about the handling of the resulting repairs.
This complaint is about the landlord’s handling of: the resident’s questions about service charges; the related complaint.
The complaint is about: The landlord’s response to vandalism and misuse of the resident’s allocated parking bay. The landlord’s handling of repairs and replacement of the resident’s parking bollard. The landlord’s complaints handling.
The complaint is about the landlord’s handling of: Repairs to the communal lift. The resident’s complaint about the issue.
The complaint is about the landlord’s response to the resident’s claim for compensation for damage to his belongings, which the resident said was caused by the growth of mould in the property.
This complaint is about the landlord’s handling of: concerns raised by the resident about planned works to his block; the related complaint.
The complaint is about:
The complaint is about: the landlord’s handling of the resident’s request for a refund of her service charge in relation to the number of times the communal lift was not in operation; the landlord's associated handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of defective windows. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of:-
The resident has complained about: the landlord’s response to reports of a gas leak from a neighbouring property and its handling of remedial works relating to the leak; the landlord’s complaint handling and the level of compensation offered.
The complaint is about the landlord’s complaint handling, specifically, its offer of compensation in recognition of its delay in attending the property following the report of a potential gas and carbon monoxide leak, and its communication.
The complaint is about: the landlord not communicating the outcome of a survey at the property to the resident and its handling of repairs, remedial works and communal issues. the landlord’s complaint handling.
REPORT COMPLAINT 201915921 London and Quadrant Housing Trust 23 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
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 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 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:
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 lack of rent abatement for the period that the resident was temporarily decanted from her home.
The resident complains about the landlord’s response to her concerns that it had not replaced her kitchen.
The resident complains about a number of errors in his service charge account and lack of information on how cleaning and gardening contracts were quoted and awarded.
The complaint is about the landlord’s: response to the resident’s reports of uneven floors at the 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 |