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 request that his kitchen, kitchen door, windows, external doors and radiators be repaired or replaced. The landlord’s handling of the assciated complaint.
REPORT COMPLAINT 202205212 Westminster City Council 27 January 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 landlord’s handling of the resident’s reports about the poor condition of their neighbour’s garden.
The complaint is about the landlord’s handling of the resident’s reports of loss of heating to her home. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of an infestation of mice at his property. Handling of the related complaint.
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: Response to the resident’s request for her kitchen to be renewed. Handling of repairs to the resident’s kitchen. Handling of repairs to the resident’s toilet. Handling of repairs to the resident’s skylight. Handling of the resident’s reports of damp and mould in the property. …
The complaint is about: The landlord’s refusal to replace the resident’s kitchen. The landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s complaints of gaps between the concrete floor and skirting boards in the property, and a subsequent draught and cold.
The complaint is about: The landlord’s handling of the resident’s reports of defects in his property including the length of time taken to rectify this. The associated complaint handling.
The complaint is about the landlord's response to the resident’s concerns about proposed changes to the alert systems at their property.
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 response to the resident’s reports about her fence.
REPORT COMPLAINT 202109579 Hammersmith and Fulham Council 16 January 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to […]
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 is about the landlord’s handling of: The resident’s report that his toilet was not flushing. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s request for access to scaffolding to be relocated. Handling of the resident’s complaint.
REPORT COMPLAINT 202112376 Camden Council 17 January 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 is set […]
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 the resident’s reports of a draught impacting his property; complaints handling.
The complaint is about the landlord’s response to the resident’s reports that its contractor damaged her kitchen flooring.
The complaint is about the landlord’s handling of the resident’s:: Report of a kitchen window leak. Report of a kitchen roof leak. associated complaint.
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 handling of repairs to the gable end of the resident’s property.
The complaint is about the landlord’s: Response to reports of a leak from the property above. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s requests for flooring disability adaptations to her property and to be reimbursed for the cost of these to her.
The complaint is about the landlord’s handling of: The resident’s report of a leak from the loft hatch in the communal area and the associated damage. The associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s bathroom and the level of compensation offered.
The complaint is about the landlord’s response to the resident about damp and mould at her property.
The complaint concerns: The landlord’s response to the resident’s reports of damp and mould in the property. The associated formal complaint of this matter.
The complaint is about: The landlord’s handling of the resident’s request for a back-garden fence to be erected. The landlord’s handling of the resident’s reports of foxholes in the back-garden.
The complaint is about: The level of redress offered by the landlord for its acknowledged failures in its response to the resident’s reports of loss of heating for a significant period of time. The landlord’s complaint handling. The landlord’s record keeping.
The complaint is about: The landlord’s handling of repairs to the resident’s heating and hot water systems and the level of compensation offered. The associated complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of no heating and hot water in the property. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of repairs to the kitchen patio doors. The landlord’s handling of repairs to the front and back windows.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to her roof and associated remedial work. The related complaint.
The complaint is about: The landlord’s response to the resident’s report of a roof leak. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about his heating and hot water system.
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 handling of: The resident’s reports of heating and hot water issues in the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s request for replacement of the windows and external doors at her property.
The complaint is about the landlord’s handling of: a. the resident’s request for an inspection of her heating system; b. the associated complaint.
REPORT COMPLAINT 202109503 Orbit Group Limited 6 January 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 is […]
The complaint is about the landlord’s response to the resident’s reports regarding his door, and his subsequent request to be reimbursed for the cost of additional energy usage due to the resulting draughts.
| 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 |