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 202319694 Rugby Borough Council 23 August 2024 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 […]
The complaint is about the landlord's handling of works to upgrade the resident’s kitchen and bathroom. This Service has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord's handling of the resident’s: Reports of repairs. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould at her permanent residence. Damp and mould at her temporary accommodation. Drug usage near her temporary accommodation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of roof repairs, following reports of a leak. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of roofing repairs and associated damp and mould reports. The landlord’s handling of the resident’s complaints.
The complaint is about the landlord’s: Response to the resident’s concerns of cigarette smoke. Response to the resident’s report of not having hot water. Handling of bathroom and window repairs following a mutual exchange and associated contractor appointments. Complaint handling including knowledge and information management.
The complaint is about the landlord’s: handling of repairs and damp and mould at the resident’s former property. response to the resident’s concerns about her time in emergency and temporary accommodation. complaint handling.
The complaint is about the way the landlord responded to the resident’s reports that it had sold land belonging to her property.
This complaint is about the landlord’s handling of: Reports of water ingress into the property. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Concerns about securing her property. Concerns about staff conduct. Request for a management move.
The complaint is about the landlord’s response to the resident’s: report that his home was flooded . request for compensation for damage to his personal belongings. The Ombudsman has also assessed the landlord’s: handling of the resident’s vulnerabilities when dealing with the above issues. record keeping. complaint handling.
The complaint is about the landlord's handling of the resident's reports of blocked pipes and damage to a washing machine.
The complaint is about the landlord’s: Handling of the resident’s requests for adaptations. Response to the resident’s concerns about cavity wall insulation. Complaint handling.
The complaint is about how the landlord handled the applicant’s complaint regarding his discretionary tenancy application.
The complaint is about: The landlord’s handling of roofing repairs. The landlord’s handling of window and balcony door repairs. The Ombudsman has also considered: The landlord’s complaint handling. The landlord’s record keeping.
The complaint is about the landlord’s handling of repairs to the heating system. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A mutual exchange and concerns regarding the condition of the property. The associated complaint.
The complaint concerns the landlord's handling of: Reports of damp and mould. The related complaint.
The complaint is about the landlord’s response to: The resident’s report that the contractor did not give him adequate notice of the additional work needed to his property or the impact of the work. The resident’s report that the contractor damaged his property and possessions.
The complaint is about the landlord’s handling of the resident’s request for reasonable adjustments. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp within his property. Associated complaint.
The complaint is about: The landlord’s handling of a complaint against the resident. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak into the property and the associated repairs.
The complaint is about: The landlord’s handling of various repairs to the property (including to the doors, flooring and bathroom ceiling) following the orders in a previous Ombudsman report. The handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reported concerns about: artex and asbestos; damp and mould; the condition of the kitchen and bathroom. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s reports of leaks and associated damp and mould affecting her property. The Ombudsman has decided to consider the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s service charge query.
The complaint is about the landlord’s: Handling of reports of noise nuisance. Complaint handling. The Ombudsman has also investigated the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reported damp and mould in his flat. The Ombudsman has also assessed the landlord’s: complaint handling record keeping.
The complaint is about: The landlord’s handling of leak reports and associated damp and mould. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports about damp and mould at his property.
The complaint is about the landlord’s response to the resident’s reports of repairs including taps and pipework; metal sticking out of the bedroom floor; broken guttering; and damp and mould. We have also considered the landlord's complaint handling.
The complaint is about the landlord’s handling of: A leak in the resident’s bathroom. The associated complaint.
This complaint is about the landlord’s handling of: Reports of blockages in the resident's kitchen. Reports of mice infestation in the property. Reports of a lack of fire escape provision. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of: brickwork and roof repairs. electrics tripping intermittently in the kitchen. damp. The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of damp/mould and structural damage within his property. The resident’s concerns relating to asbestos within his property. This Service has also investigated the landlord’s handling of the associated complaint.
The resident’s complaint is about the landlord’s handling of the loss of gas supply to the property. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about: The landlord’s management of the kitchen works. The landlord’s record keeping. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s report of a leak from the water tank in her home.
The complaint is about the condition of the property at the time of letting, and the landlord’s handling of the subsequent repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs in the resident’s home following a leak. The associated complaint.
The resident’s complaint is about: The landlord’s handling of remedial works following a leak and its response to the resident’s reports of a rodent infestation. The Ombudsman will consider the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of upsurges in water into her property. The landlord’s handling of the resident’s reports of a leak from her neighbour’s property above. The landlord’s complaint handling has also been investigated.
This complaint is about the landlord’s: Response to the resident’s reports of leaks, damp, and mould. Complaint handling. The Ombudsman also considered the landlord’s record keeping.
The complaint concerns the landlord’s handling of the resident’s reporting of anti-social behaviour (ASB) outside his property. This report has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: Reports of leaks in the property between April 2021 and January 2022. Reports of leaks in the property between November 2022 and January 2023. The associated complaint.
This complaint is about the landlord’s handling of a leak in the resident’s property.
The complaint is about the landlord's handling of a leak into her home. This includes the landlord’s offer of compensation.
The complaint is about the landlord’s handling of the resident’s reports of repairs. 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 |