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 antisocial behaviour (ASB) noise nuisance from her neighbour; response to the resident’s reports of noise caused by the building vibrating; complaint handling.
The complaint is about the landlord’s handling of the gas safety check at the resident’s property.
The complaint is about the landlord’s handling of repairs to pavement slabs in a communal area outside the resident’s property.
The complaint is about: The landlord’s handling of the resident’s reports of noise and antisocial behaviour (ASB) from his neighbour. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s front door.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the kitchen.
The complaint is about the landlord's: Response to the resident’s reports of mould at the property. Complaints handling.
The complaint is about the landlord’s handling of repairs to the resident’s windows, rear door, and outhouse roof.
This complaint is about: The landlord’s handling of deficient insulation around the property’s extension; The landlord’s handling of upgrades and repairs to the property’s central heating; The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of repairs required to the windows at the property. Response to the resident’s reports of repairs required to the roof at the property. Complaints handling.
The complaint is about the landlord’s response to the resident’s reports regarding its contractor’s attendance at his property. The complaint is also about the landlord’s complaints handling, in particular its response times.
REPORT COMPLAINT 202102407 Flagship Housing Group Limited 26 April 2022 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 […]
This complaint is about the landlord’s handling of: the resident’s reports of a leak through her living room ceiling; concerns raised by the resident about estate services.
The complaint is about the landlord’s handling of the sale of the resident’s property and her subsequent complaints.
The resident complained about the landlord’s handling of her: Transfer request. Associated complaint.
The complaint is about the landlord’s handling of the resident’s request for documentation, specifically, the Insurance-Backed Guarantee (IBG), following a window installation at his property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s report about the standard of cleaning and maintenance in the communal areas, including the bin store.
The complaint is about: The landlord's response to reports about its staff member’s conduct towards the resident. The landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s request for information relating to the service charge accounts. communication regarding the service charge accounts, and its handling of the formal complaint.
The complaint is about the landlord’s handling of the resident’s report of a potential pest infestation issue within the loft area of the property.
The complaint is about: The level of compensation offered by the landlord in respect of its acknowledged failings in responding to the resident’s reports of a leak at the property. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of a pest infestation, and the repairs required to resolve the issue.
This complaint is about the landlord’s handling of repairs to: The resident’s immersion heater. The mixer taps to the resident’s bath.
The complaint is about how the landlord handled reports of antisocial behaviour (ASB) from the resident.
REPORT COMPLAINT 202006952 Orbit Group Limited 3 February 2022 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 […]
This complaint is about: The landlord’s response to the resident’s reports of a blocked drain causing sewage to overflow in the property; The landlord’s handling of the resident’s subsequent complaint.
The complaint is about the landlord’s handling of the repair of the resident’s heating and hot water system, and the replacement of a part of his boiler.
The complaint is about the landlord’s: Response to the resident’s reports of anti social behaviour (ASB). Complaints handling.
The complaint is about the landlord’s handling of the resident’s report of a repair to the communal bike store door.
The complaint is about the landlord's response to the resident's reports of ASB, in particular with regards to the use of cannabis by other residents on the block.
The complaint is about the landlord’s response to investigate and resolve the resident’s reports of: Dog fouling by tenant A. Threats to kill by tenant B. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to repairs in the resident’s property, in particular who is responsible for progressing an insurance claim.
The complaint is about the landlord’s handling of: the resident’s reports of damp and mould in her property. the resident’s concerns about anti-social behaviour, the information she was given about the property before moving in, staff conduct and asbestos in her kitchen. the associated complaint handling.
The complaint is about how the landlord has handled repairs to the drainage at the resident’s property.
The complaint is about the landlord’s response to the resident’s reports about the external doors to the property. The landlord’s complaints handling has also been investigated.
REPORT COMPLAINT 202101483 Anchor Hanover Group 9 September 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 […]
The complaint concerns the landlord’s handling of the resident’s queries relating to her service charges for the year 2016 to 2017.
The complaint is about the landlord’s handling of reports of damp and mould at the property.
The complaint is about the landlord’s response to the resident’s complaint about: Its handling of the resident’s decant. The quality of works undertaken in her home and damage to her belongings.
The complaint is about the landlord’s response to the resident’s reports of heating and hot water issues at the property.
The complaint is about the level of compensation the landlord offered the resident following a leak into her property.
The complaint is about: The landlord's handling of the resident’s reports of leaks coming from her water tank and leaving her with no hot water. The landlord’s associated complaint handling.
The resident has complained about the time taken to investigate and resolve their reports of inadequate water pressure in their home.
The complaint is about the landlord’s response to concerns that were raised about staff conduct.
The complaint is about:
The Complaint is about the landlord’s response to residents’ reports about: Disrepair to bedroom and conservatory windows and the subsequent mould issue. The landlord’s complaints handling.
The complaint is about: The landlord’s response to the resident’s claim to replace the carpets at the property, following an acknowledged delay in completing a repair to a leak in the roof. The level of compensation for the acknowledged delay in responding to reports of damp and mould caused by …
This complaint is about the level of compensation awarded by the landlord to the resident for the incorrect information it provided before he purchased his property.
The complaint refers to the landlord’s handling of: repair works to improve the security of the property following a break-in. the resident's reports of damp and mould at the property. communication with the resident and record keeping. the associated complaint and offer of compensation.
REPORT COMPLAINT 201906190 Orbit Group Limited 30 March 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 […]
| 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 |