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 handling of: repairs to the heating, hot water and ventilation systems in the property. the resident’s concerns about the condition of the property at the start of the tenancy. the associated complaint.
The complaint is about: The landlord’s handling of reports about its contractor’s method and level of contact with the resident in respect of a gas safety inspection. The landlord’s complaint handling.
The complaint is about the landlord’s response to: Reports of a smell of sewage in the property. Reports of issues with the heat interface unit and communal heating system. The resident’s associated billing queries. Reports of issues with the communal lighting. Reports of issues with the communal bin store. The …
The complaint is about the landlord’s handling of the resident’s requests for: a kitchen replacement. insulation to the property. repairs to the driveway. the resident’s complaint.
The complaint is about the landlord’s handling of: a repair to the resident’s boiler. the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of electrical faults at her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s request for compensation for her flooring. Handling of repairs for damp and mould in the resident’s property. Handling of pest control work. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about how the landlord handled blocked drains in the property. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s reports of damage caused to a window. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request that it pay compensation for damage caused to her property following a leak.
The complaint is about the landlord’s:
The complaint is about the landlord’s handling of: subsidence in the property; repairs to the shower. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbour. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s response to: The resident’s reports of repairs required when she moved into the property. The associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: Various repairs. Request to have gas central heating installed. Formal complaint.
The resident’s complaint is about the landlord’s response to the resident’s reports about insulation, windows, door and the bathroom. The Ombudsman will consider the landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
The complaint is about the landlord’s handling of: Reports of a leak and subsequent repairs, damp and mould in the resident’s property. The associated complaint.
This complaint is about the landlord’s handling of reports of a lack of loft insulation and the associated complaint.
The complaint concerns the landlord’s: Response to reports of a rodent infestation. Handling of reports relating to communal repairs and cleaning. Response to reports relating to a bad smell in the bathroom. Handling of the related complaint.
The complaint is about the landlord's handling of reports of noise nuisance from a neighbouring property. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of the subsequent temporary decant of the resident. This investigation also considers the landlord’s complaint handling and record keeping.
The complaint is about the landlord's response to various reports of repairs within the property, including damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by a neighbour. The landlord’s handling of parking issues reported by the resident. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s: Response to reports of rubbish accumulation in the resident’s garden and associated staff behaviour. Response to the resident’s request for a sole tenancy and associated universal credit (UC) claim. Complaint handling .
The complaint is about the landlord’s handling of the resident’s reports of a fly infestation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of a leak and resultant damp and mould at the property. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to reports of an intermittent leak. The associated complaint handling.
The complaint is about the landlord’s handling of a repair to the oven and fan.
This complaint is about the landlord’s handling of the residents reports of: Banging noises from the water pipes in her building. Repairs to her kitchen window. This complaint is also about the landord’s handling of the associated complaint.
REPORT COMPLAINT 202207370 Clarion Housing Association Limited 13 May 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 […]
This complaint is about the landlord’s responsive repairs service and its handling of the associated complaint.
This complaint is about the landlord’s handling of reports of damp, mould, and drainage issues within the property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in the resident’s property.
The complaint is about the landlord’s response to the resident’s concerns about the condition of the windows in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports about the repair to the communal pedestrian gate. The associated complaint.
The complaint is about: The landlord’s handling of reports of an intermittent leak. The associated complaint handling.
The complaint is about: The landlords handling of the residents reports of noise nuisance. The landlords handling of the residents reports of poor staff conduct.
This complaint is about the landlord's response to the resident’s concerns about: The standard of the communal cleaning at his scheme. A rodent infestation at his scheme.
The complaint is about: The resident’s reports of issues with: The windows and front door. The storage heaters. The bathroom. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the applicant’s: Application for a property. Associated complaints.
The complaint is about: The landlord’s handling of the resident’s boiler repairs. The landlord’s engagement with the resident regarding his concerns around vulnerability.
The complaint is about: The landlord’s handling of the resident’s reports of a leak in an ensuite bathroom. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a lack of heating and hot water at the property. The landlord’s handling of the resident's request to relocate the gas meter at the property. The associated complaint handling.
The complaint is about the landlord’s response to the resident’s complaint about its handling of repairs to windows in her property.
The complaint is about the landlord’s application of anti-mould treatment solution at the resident’s property. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs required to his property to prevent pests entering. Complaint.
REPORT COMPLAINT 202216603 Clarion Housing Association Limited 10 April 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 […]
The complaint is about the landlord’s handing of the resident’s reports of: Repairs to: Windows. Back door. Noise. 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 |