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 damp and mould in her property. the resident’s concerns about anti-social behaviour, the information she was given about the property before moving in, staff conduct and asbestos in her kitchen. the associated complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about a proposed decant and repairs to her property.
This complaint is about the landlord’s response to the resident’s reports of plumbing noise, and the level of redress it offered in response.
The complaint is about the landlord’s handling of the resident’s reports of a roof leak, causing damage to his ceilings. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
REPORT COMPLAINT 202100755 Haringey Council 5 October 2021 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 how the landlord has handled repairs to the drainage at the resident’s property.
The resident complains about the landlord’s response to reports of cracks and structural issues at the property, and its handling of his formal complaints about the matter.
This complaint is about the landlord’s handling of the resident’s request for a reimbursement of inaccurate service charges she paid in 2016/17 and 2017/18.
The resident complains about the landlord’s handling of cracks and structural issues at the property, and its response to her subsequent formal complaints.
The complaint is about the landlord’s: Response to the resident’s concerns regarding service charges applied to her account. Complaint handling.
The complaint is about the landlord's handling of repairs to the resident's gas fire.
The complaint is about the level of compensation offered to the resident for repair delays and lack of communication.
REPORT COMPLAINT 202012576 Clarion Housing Association Limited 30 September 2021 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 response to the resident’s reports about:
The resident complained about the landlord’s response to reports about the condition of the property including: Boiler. Windows. Kitchen. External doors. Bathroom.
The complaint concerns: the landlord’s response to reports of a water leak from the overflow pipe. The landlord’s complaint handling.
This complaint is about the level of redress the landlord offered following the resident’s complaint that it granted unauthorised access to his flat.
The resident complains about: The landlord’s response to his report of repairs needed at the property which he considers should have been identified by the landlord’s mutual exchange inspection. How the landlord handled the formal complaint.
The complaint is about the landlord’s handling of concerns the complainant raised about succession rights.
The complaint is about: the landlord’s response to the resident’s reports of noise disturbance from the flat above her.
REPORT COMPLAINT 202005721 Shepherds Bush Housing Association Limited 29 September 2021 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 boiler repairs at the property.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour (neighbour A). The effect of the ASB on the resident’s health.
The complaint is about the landlord’s response to a dispute over the maintenance of the garden area in the front of the resident’s property.
This complaint is about the landlord’s handling of: kitchen upgrade works to the resident’s property; the resident’s reports of repairs needed to her property; the related complaint.
The resident complains about how the landlord handled her reports of repairs needed to the wet room.
The complaint is about the landlord’s handling of tree maintenance next to the resident’s property.
The resident complained about the landlord’s response to her complaint about the condition of the property when first let and her associated request for compensation.
This complaint is about the landlord’s handling of: the resident’s reports of damp at her property and the related follow-on works; the related complaint.
The complaint concerns the landlord’s administration of the service charge account, specifically in respect of charges for communal works which were added to the 2018 service charge and were not needed and did not go ahead.
The complaint is about the landlord’s handling of the resident’s request for: A kitchen and bathroom refurbishment; and Repairs required to her bathroom. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s complaint concerning a heating inspection at his home.
The complaint is about the landlord’s response to the resident’s reports about the external doors to the property. The landlord’s complaints handling has also been investigated.
The resident complains about the landlord’s handling of her reports of damp and leaks at her property, and its response to her subsequent formal complaint about the matter.
The complaint is about the landlord's: Decision to restrict the resident's communication to a single point of contact (SPOC). Response to the resident’s complaint.
The complaint concerns the landlord’s handling of the resident’s complaint about her housing transfer, antisocial behaviour, and customer service.
The resident complains about the landlord’s response to her claim for a discretionary disturbance payment, and her subsequent formal complaint about the matter.
REPORT COMPLAINT 202101483 Anchor Hanover Group 9 September 2021 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: request to repair the door-shutting mechanism to a communal door. complaint about the above matter.
The resident complains about the landlord’s handling of his Voluntary Right to Buy (VRtB) application, and its response to his subsequent formal complaint.
The complaint concerns the landlord’s handling of the resident’s queries relating to her service charges for the year 2016 to 2017.
The resident has complained about: The landlord’s handling of repairs to the roof, including the associated damp and mould problems. The landlord’s handling of their requests for a new back door.
The complaint concerns the landlord’s handling of the resident’s complaint about incomplete repair work to his balcony.
This complaint is about the landlord’s response to the resident’s concerns about: Delays to damp works to the lower ground access area and the rear garden wall to the resident’s property. The safety of the electrical supply equipment in the lower ground access area. This complaint is also about the …
The complaint is about the landlord’s response to the resident’s request for repairs to her garden.
The complaint is about the landlord’s handling of a potential breach of the lease agreement relating to the maintenance of the resident’s garden.
The complaint is about the landlord’s handling of reports of damp and mould at the property.
The complaint concerns the landlord’s handling of the resident’s reports of fumes from the vehicle garage below her home.
The complaint is about: The landlord’s administration of the resident’s rent and service charge account, including its response to her queries. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: A leak at the property and subsequent repairs and associated damage. 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 |