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 the resident’s reports of antisocial behaviour from a neighbour. The Ombudsman has also considered the landlord’s handling of the resident’s formal complaint as part of this investigation.
The complaint is about the landlord’s handling of the resident’s reports of hot water and heating loss.
The complaint is about the landlord’s response to the resident’s: reports of a broken communal main entrance door, to the building of her property. associated complaint.
The complaint is regarding the landlord’s; Handling of repairs to the resident’s shower panel. Complaints handling.
The complaint concerns the landlord’s handling of the resident’s reporting of anti-social behaviour (ASB). This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
The complaint is about the landlord’s handling of: The resident’s request for a full breakdown of service charges, and an explanation for the increase in service charges, since 2017/18. The associated complaint.
The complaint is about the landlord’s handling of a repair to the resident’s heating and hot water system. The Ombudsman also considered the landlord's complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns regarding service charges applied to her account. The Ombudsman has also considered the associated complaint handling as part of this investigation.
The complaint is about: The landlord's handling of the resident's reports of a loss of heating and hot water, including the level of compensation offered. The landlord’s complaint handling.
The complaint concerns: The landlord’s handling of the replacement of the property’s front door. The associated formal complaint into the issue.
The complaint is about: The landlord's handling of the replacement of the resident's windows. The landlord's complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a leak and resulting damage affecting her property.
The complaint is about: The landlord’s response to the resident’s request for information about fire safety and cladding on the block he owned a shared-ownership property in, to enable him to complete the sale of the property; The landlord’s response to the resident’s request that it buy-back his shared ownership …
The complaint is about the landlord’s handling of: Repairs to the flooring following a central heating upgrade. The stairlift replacement. This Service has also considered the landlord’s: Complaint handling. Record keeping. The resident has also complained that the landlord has not offered compensation for negligence and damages.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the property. The resident’s complaint.
This complaint is about the landlord’s response to the resident’s: report regarding noise nuisance from a neighbouring property. request to be transferred to another property. associated complaint.
The complaint is about the landlord’s handling of repairs to a stair lift.
This complaint is about the landlord’s: Response to the resident’s various disrepair concerns from April 2019. Handling of the resident’s vulnerabilities, health and welfare concerns. Complaint handling. Record keeping.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Complaint handling.
REPORT COMPLAINT 202110086 London Borough of Hounslow 18 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
REPORT COMPLAINT 202205274 London & Quadrant Housing Trust 18 July 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 complaint is about the landlord’s: a. Response to the resident’s reports of leaks and damp in the property. b. Complaints 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 shower repairs. associated complaint.
The complaint is about the landlord’s handling of noise nuisance complaints against the resident. This service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s rent account. The landlord’s complaint handling has also been investigated.
The complaint is regarding: the landlord's response to an emergency management transfer request the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s complaint about ownership of her allocated parking bay.
The complaint concerns how the landlord responded to the resident’s reports of a leak into the property.
The complaint is about the resident’s inclusion on the landlord’s verbally abusive resident (VAR) list.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour by a neighbour. A previous court case concerning rent arrears. The resident’s complaint.
The complaint is about the landlord’s handling of: Repairs to the balcony. Pests and dampness affecting the carpets.
The complaint is about the landlord’s handling of: the resident’s reports of noise nuisance caused by her above neighbour’s floorboards. the resident’s formal complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour and noise . Complaints handling.
The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom and downstairs toilet. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of repairs to the kitchen worktop, an electrical socket, the bedroom windows and the bathroom ceiling. The landlord’s handling of the related communications and complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about the delay in providing the resident with a secure parking space. Complaint handling.
The complaint concerns: How the landlord handled the resident's reports of outstanding repair issues, including damp and mould in their property, following a leak from the property above. The associated formal complaint into this matter.
The complaint is about: The landlord’s response to the resident’s ongoing reports of smells of fumes coming into the property from the garage below. Complaint handling.
The complaint is about the landlord’s handling of reports of noise nuisance , including providing soundproofing.
The complaint is about the landlord’s handling of: The resident’s rehousing request. The associated complaint.
The complaint is about the landlord’s handling of the resident’s wet room installation and its refusal to offer compensation.
The complaint is about the landlord’s: Apportionment of service charges for bulky refuse removal. Handling of the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s concerns that there was a drainage problem at her property. Complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports of repeated leaks from a neighbour’s property; and the associated complaint.
The complaint is about the landlord’s: Handling of the damp and mould repairs at the resident’s property. Response to the resident's reports of damage following damp related repairs. Complaint handling.
The complaint is about the landlord’s response to the resident’s request to change her tenancy from a joint to a sole tenancy and for a move. The Ombudsman will also consider the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s report of a leak. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Response to recommendations from an occupational therapist for adaptations at the property; Complaint handling.
The complaint is about: The landlord’s handling of reports of flooding at the resident's property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: response to the resident’s reports about repair issues, including: the roof; the window frames; the window panes; 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 |