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 202113716 Network Housing 27 April 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. This […]
The complaint is about the landlord’s: Handling of leaks to the resident’s bath and shower; Handling of external drainage issues; Complaint handling.
REPORT COMPLAINT 202210202 Wigan Metropolitan Borough Council 27 April 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 […]
The complaint is about the: The condition of the property at the start of the tenancy. The landlord’s handling of the associated repair works to the property.
The complaint is about: The landlord’s response to reports of a defective window. The landlord’s handling of the associated complaint.
This complaint concerns: The landlord’s handling of the resident’s reports of water ingress in the storage area located in the basement of the building. The landlord’s handling of the resident’s reports of damage and water ingress into the property. This report has also considered the landlord’s record keeping.
The complaint is about the landlord's handling of repairs to the resident’s front door, and the associated offer of compensation. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about: The handling of the resident’s request to be rehoused. The handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of noise nuisance from his neighbour’s property. This investigation has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports about: Anti-social behaviour (ASB). The neighbour’s CCTV. Issues with the gate.
The complaint is about the landlord’s: Handling of the resident’s request to get a new front door. Complaint handling.
The complaint is about: The landlord’s handling of reports of damp and mould and the level of compensation offered. Complaint handling.
The complaint is regarding the landlord’s handling of: The resident’s reports of a leak and mould in the property. The resident’s concerns that she was discriminated against. The resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports of water ingress which led to damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the: Cyclical interior and exterior redecorating work of the communal building. Associated complaints.
This complaint is about the landlord’s: Response to the resident’s report of a defect; Complaint handling.
REPORT COMPLAINT 202011545 Manchester City Council 21 April 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 concerns the landlord’s handling of reports of water ingress.
The complaint is about: Delays to the sale of a shared ownership property and; The landlord’s complaint handling The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s: Response to the resident’s reports of leaks into her property from the property above. Complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports for repairs to the window handles and balcony door, and; the associated formal complaint.
This complaint is about the landlord’s: Response to the resident’s service charge concerns; Complaint handling.
The complaint is about the resident’s request for the landlord to bear the costs for works required to the blown windows of the leasehold property.
The complaint is about the landlord’s handling of the resident’s request for a copy of his tenancy agreement.
The complaint is about the landlord's response to the resident's concerns about recharges at the end of the tenancy.
The complaint concerns: The landlord’s response to issues with damp and mould, following wastewater leaks at the resident’s home. The Ombudsman has also assessed the landlord’s record keeping.
REPORT COMPLAINT 202128502 Network Homes Limited 21 April 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 level of compensation offered by the landlord in relation to its handling of the resident’s request to access communal areas for boiler repairs.
The complaint is about: The landlord’s handling of damp, mould and associated works. The landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s reports of repair issues in the property. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
The complaint is about: The landlord’s handling and responses to reports of anti-social behaviour from the flat above. The landlord’s handling and responses to reports of flooding from the flat above. The landlord’s complaints handling. If the landlord should have completed a risk assessment for its occupant who it temporarily …
The complaint is about the landlord’s handling of information provided to the resident about their tenancy agreement and tenancy status.
REPORT COMPLAINT 202209952 Nottingham City Homes Registered Provider Limited 20 April 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s response to the resident’s reports of noise from an upstairs property.
The complaint is about the landlord’s handling of a number of repairs at the resident’s home.
The complaint concerns the landlord’s handling of repairs to the driveway of the resident’s property.
The resident’s complaint is about the landlord’s handling of reports of damp and mould. The landlord’s complaint handling and communication with the resident has also been considered.
The complaint is about the landlord’s handling of the resident’s reports of drainage issues.
The complaint is about the landlord’s handling of:
The complaint is about: The landlord’s response to the resident’s reports about repairs to the bathroom at the property; The landlord’s response to the resident’s reports about repairs to the kitchen at the property; The landlord’s response to the resident’s reports about the external back door at the property; The …
The complaint is about the landlord’s handling of the resident’s reports that their boiler and heating were not working properly. The investigation has also considered the landlord’s handling of the resident’s complaints.
The complaint is about the landlord’s: Handling of the resident’s reports of a neighbour building a garden structure. Handling of their reports of anti social behaviour (ASB) and noise nuisance. Handling of the resident’s complaint. Communication with the resident.
The complaint is about: the landlord’s response to repairs required in the kitchen and to internal doors in the property. the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of repairs required to the front door at the property. Response to the resident’s reports of repairs required to the boiler. Complaint handling.
The complaint is about: The landlord’s handling of bathroom and kitchen repairs in the property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of mould, damp and leaking toilet in the property. The resident’s complaint.
The complaint is regarding the landlord’s response to the resident’s queries about the rent category of the property and its handling of the rent and service charge increase process.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour. Handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports about: The safety of his communal back garden’s surfaces and fencing. Its garden maintenance of trees and hedges.
The complaint is about the landlord’s: response to the resident’s reports of damp and mould; response to the resident’s request for his electrics to be reviewed. The Ombudsman has also considered the landlord’s complaint 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 |