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 202209547 Sovereign Housing Association Limited 4 March 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: The response to reports of various repairs at the property. The handling of reports of a faulty boiler. The response to concerns about the suitability of the upgraded kitchen and bathroom. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s report of a leak. Decision not to offer compensation in respect of damage caused to the flooring. Complaint handling. The Ombudsman has also assessed the landlord’s record keeping.
REPORT COMPLAINT 202105175 Trident Housing Association Limited 28 February 2023 Our approach […]
The resident complains about how the landlord handled repairs at the property. The repairs include: Damp and mould. Repairs to the front door. Repairs to the ventilation system. Repairs to the heating system. Windows repairs. Electrical repairs.
The complaint is about the landlord’s handling of a bedroom window repair.
The complaint is about the landlord’s response to the leaseholder’s concerns about the service charge.
The complaint is about the landlord’s: Response to the resident’s fire safety enquiries. Complaints handling.
The complaint concerns: The landlord’s response to the resident’s reports of noise nuisance from the property above. The landlord’s associated complaint handling.
The complaint is about: the landlord’s response to the resident’s request for a kitchen renewal. the landlord’s handling of the resident’s complaint.
The complaint concerns how the landlord handled repairs at the property and the level of compensation it offered.
This complaint is about the landlord’s handling and response to the resident’s reports of: repairs required to the communal lift; repairs required to the windows in the property; water penetration through the ceiling during rainfall; the landlord’s record keeping and the related complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s immersion heater. The associated complaint.
The complaint is about the landlord’s: Communication regarding appointments for a gas safety check, a stop tap leak and a damp and mould inspection. Handling of the associated complaint.
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 response to the resident about damp and mould at her property.
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.
The complaint is about: The landlord’s handling of the resident’s reports of defects in the property. The landlord’s handling of the resident’s complaint about the condition in which the property had been handed over to her.
The complaint is about the landlord’s: Response to the resident’s reports of two damp patches to the ceiling at the property. Complaint handling. Record keeping.
The resident’s complaint is about the landlord's handling of repairs to a leak in the roof of the property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint about this matter.
The complaint is about the landlord’s handling of: The resident’s reports of several repair issues, including damage to the guttering, flooring, several doors and a stop tap leak. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. This Service has also made a finding regarding the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s window. The resident’s reports of a pest infestation which caused damage to her property in 2017/18. The resident’s report that her light fitting remains damaged following previous rodent activity. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s requests for disability adaptations to her bath recommended by her occupational therapist (OT). The landlord’s handling of the associated complaint.
This complaint is about the landlord’s handing of concerns raised by the resident since April 2021 about access to his property.
The complaint is about the landlord’s: Handling of the resident’s request to be given prior written notice of any appointments. Handling of the resident’s report that her bathroom was cold. Complaint handling.
The complaint is about the landlord’s handling of the resident’s request for aids and adaptations to the property. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to the garden.
The complaint is about the landlord’s handling of the resident’s reports of access issues to her home, and of her subsequent complaint.
The complaint is about the landlord’s: Handling of a repair to the resident’s window lock. Handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s mutual exchange, in particular the information provided about tenancy changes during the mutual exchange process.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) from her neighbour (Mr A). The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about the management and maintenance of the car parking area.
This complaint is about the landlord’s handling of the resident’s reports of an inconsistent water supply to her property.
The complaint is about: The landlord’s response to the resident’s reports of a roof leak, including the resident’s reports of damage and the landlord’s handling of repairs. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of a roof leak and defective pointing. Complaint handling.
The complaint is about: The landlord’s handling of the replacement of the resident’s kitchen. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of repairs to the property, including the kitchen, bathroom and guttering. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to reports of a defective shared pipe leaking water into the resident’s property. Complaint handling.
This complaint is about the landlord’s handling of the resident’s report of a leak in her bathroom and the related remedial works.
The complaint is about: the landlord’s handling of the resident’s reports of an odour pervading her home, and; the landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord's handling of the resident's request for repairs to the windows.
The complaint is about: The landlord’s handling of repairs to the resident’s bathroom. The associated complaint handling.
The resident complains about the landlord’s handling of a request for compensation in relation to claims for damage caused by damp and mould, and the running costs of ventilation equipment.
The complaint is about the landlord’s: Handling of the resident’s request for CCTV footage, following damage to his vehicle, and his subsequent request for compensation. Complaint handling.
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the related complaint.
This complaint is about the landlord’s response to the resident’s request to install motorised blinds to the outside of the property.
The complaint is about the landlord’s handling of reports of damp in the property, and the length of time taken for remedial work to be completed.
The complaint is about: The landlord’s handling of the repair to the resident’s boiler and subsequent offer of compensation. The landlord’s associated 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 |