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 heating issues within his property and his concerns about increased energy costs. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s report of a communal repair, her associated health and safety concern, and the subsequent offer of compensation for this. The associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of a leak from the balcony above her property, and the resulting damage caused. The landlord’s handling of the associated complaint.
The complaint concerns how the landlord handled repairs to the kitchen sink and balcony in the property.
The complaint is about the landlord’s response to the resident’s request for their fence to be repaired.
The complaint is about the landlord’s handling of a job to replace the resident’s blind. This Service has also made a separate finding regarding the landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of the resident’s succession to her late mother’s tenancy. The landlord’s associated complaint handling.
The complaint concerns how the landlord handled works to rectify damp and mould in the resident's property.
The complaint is about the landlord’s response to reports of contractors entering the resident’s premises without permission.
The complaint is about the landlord’s: response to the complainant’s concerns regarding fire safety works at her property and communal building; complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of outstanding repairs to her fence.
The complaint is about the landlord’s: response to the resident’s request for aerial spikes; complaints handling.
REPORT COMPLAINT 202114761 Hackney Council 30 November 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 set […]
The complaint is about: The landlord's handling of repairs to resident's roof. The landlord handling of repairs to the resident’s fencing.
The complaint is about the landlord’s response to various repairs raised by the resident.
The complaint is about the landlord’s: Response to queries about the resident’s service charge account and its decision to initiate legal action against her for unpaid charges. Communication in respect of a query she made regarding extending her lease and responsibility for the replacement of the front door at the …
The complaint is about the landlord’s handling of the resident’s reports concerning antisocial behaviour (ASB).
The complaint is about the landlord's handling of repairs at the resident’s property.
The complaint is about the landlord’s handling of: The resident’s reports of a leak in his property. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to his shower. The resident’s reports of a broken terrace light. The associated complaint.
The complaint is about the landlord’s handling of the leaseholder’s request to be allocated a shed based on their understanding of the leasehold agreement.
The complaint is about the landlord’s handling of repairs to the resident’s boundary wall.
The complaint is regarding: The landlord’s response to the resident’s reports of damp and mould and its handling of repairs, including to a bedroom window. The landlord’s response to the resident’s request to be rehoused.
This complaint is about the landlord’s handling of: the repairs to remedy the damp and mould within the property the repairs to the front door the resident’s reports of the condition of the garden.
The complaint concerns: How the landlord handled the resident’s reports of noise nuisance from the communal heating system in the building. The associated formal complaint into this matter.
The resident’s complaint is about the landlord’s handling of repairs following her reports of concerns about structural and related issues at the property.
The complaint is about the landlord’s handling of: The resident’s reports of repair issues to her windows. The formal complaint.
The complaint is about the landlord’s handling of the replacement of the resident’s back door.
The complaint is about the landlords handling of void works and condition of the property. This service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about noise and carbon monoxide (CO) levels as well as an increase in temperature in the property from a temporary boiler that was positioned outside.
The complaint is about the landlord’s handling of the resident’s reports of damp in his living room.
This complaint is about the landlord’s handling of the resident’s noise nuisance reports.
The complaint is about the landlord’s: response to the resident’s reports that the property did not meet the landlord’s lettable standard when he moved in; complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of the loss of his heating and hot water.
The complaint is about the standard and quality of work carried out at the property, including to the bathroom and kitchen.
The complaint is about the landlord’s: Response to the resident’s reports of a roof leak. Handling of the subsequent complaint.
The complaint is about: The landlord’s handling of the resident’s reports about overgrown trees. The landlord’s complaints handling.
The complaint is about the landlord's response to the resident's reports of repairs to the communal guttering.
The complaint concerns the landlord’s handling of: Repairs to the front and back doors of the property. The associated formal complaint into the matter.
The complaint is about the landlord’s response to the resident’s reports of a leak. The Ombudsman has also identified that the landlord’s complaints handling requires investigation.
This complaint is about the landlord’s handling of the resident’s queries regarding the building safety inspection at their property and their request for an ESW1 form.
The complaint is about the landlord’s: Communication concerning fire safety issues in relation to the resident’s property. Complaints handling.
The resident’s complaint is about the level of compensation the landlord offered for the failures in its handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about: The landlord’s management of the resident’s application for rehousing. The associated communication and complaints handling.
The complaint is about: The landlord’s response to the resident’s reports about a leak in the property. The landlord’s complaints handling.
The complaint is about the landlord’s handling of repairs to the resident’s balcony window.
The complaint is about the landlord’s handling of the resident’s concerns with a gas safety certificate.
This complaint is about: The landlord’s handling of the resident’s requests for supporting information about its costs following an increase in her service charge; The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs to the heating and hot water system. Complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of a burst water pipe, and the subsequent repairs.
| 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 |