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 resident has complained about the landlord's handling of various repair reports in particular: Repairs to her windows. Repairs to her front door. Repairs to remedy poor external drainage and a collapsed kitchen underfloor pipe. The resident has complained about the landlord’s handling of her complaint. The Ombudsman has also …
The resident complains about: The landlord's handling of the kitchen renewal work at the property, and; its response to her subsequent formal complaint. The Ombudsman has also considered the landlord’s record keeping.
The resident complains about the landlord’s: Response to her reports of repairs at the property. Response to her reports of a pest control issue. Handling of the complaint. The Ombudsman has also considered the landlord’s record keeping.
The leaseholder complains about the landlord’s handling of his application for consent to carry out alterations to the property.
The resident complaints about the landlord’s handling of: the installation of a shower head and water pump, and; boiler repairs. He also complains about handling of the formal complaint and the level of compensation offered by the landlord. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of repairs to a fire door in the basement of the resident’s building, and the level of compensation offered by it to him for delaying this.
The complaint is about the landlord’s decision to ask the resident to remove CCTV.
The complaint concerns the landlord’s handling of: Repairs, following the resident’s report of a water leak from the property above. The associated complaint.
The complaint about: The landlord’s response to the resident’s concerns about her boiler. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s request for repairs at the property.
The complaint is about the landlord’s response to the resident’s reports request for reimbursement of costs for repairs to the rear door at the property. The landlord’s complaints handling has also been investigated.
This complaint is about the landlord’s response to ongoing mould and damp issues at the property.
The complaint is about the landlord’s response to the resident’s reports of an unknown smell in her home.
The complaint is about the level of compensation which the landlord offered for its acknowledged service failure in its response to the resident’s report of repairs in the kitchen. The complaint is about the complaint handling.
The complaint is about the landlord’s response to multiple repair issues reported by the resident. The landlord’s complaint handling has also been investigated.
The complaint is about: the landlord’s handling of the resident’s reports about the landlord’s staff. the landlord’s handling of the resident’s complaint.
This complaint is about how the landlord handled arrears on the resident’s rent account.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in his property. The landlord’s response to the resident’s concerns about redecoration and refurbishment works in communal areas of his building. The landlord’s handling of the associated complaint.
The complaints are about: The landlord’s handling of repairs at the property following a loss of electricity. The landlord’s response to concerns raised by the resident in relation to: The conduct of its operatives and Covid-19 safety. Damage to goods within the property. The landlord’s handling of the resident’s formal …
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 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.
The complaint is about the landlord's handling of repairs to the resident's gas fire.
The complaint is about the landlord’s response to the resident’s reports about:
The complaint concerns: the landlord’s response to reports of a water leak from the overflow pipe. The landlord’s complaint handling.
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.
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 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 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 resident complains about the landlord’s response to her claim for a discretionary disturbance payment, and her subsequent formal complaint about the matter.
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 response to the resident’s reports about cracking in the walls at her property.
The complaint is about the landlord’s handling of the resident's allegations of unacceptable staff conduct towards him. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports about:
The complaint is about the landlord’s response to the resident’s request for the repair or replacement of her kitchen units.
The complaint is about the landlord’s handling of the resident’s reports and complaints about costs and charges she incurred from her property’s communal lighting.
The complaint is about: The landlord’s communication to the resident about the annual gas safety check at her property. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of a boundary hedge maintenance dispute. The landlord’s associated complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of no heating or hot water in the property between September 2019 and December 2020. Handling of more recent reports of no heating or hot water after December 2020. Associated complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about asbestos containing materials at his property and related repairs, and its response to his subsequent formal complaint.
The complaint is about the landlord’s:
The complaint is about: The landlord’s response to the resident’s report of mould and damp in the property. Complaint handling.
This complaint is about the landlord’s: handling of repairs to the resident’ property following a fire in the flat above. response to the resident’s report of the loss of and the damage to his possessions. complaint handling.
The complaint is about the landlord’s response to the resident’s reports of a leak from the roof into his property.
The complaint concerns: The amount of time taken by the landlord to carry out repairs to the resident’s roof. The landlord’s handling of and the amount of time taken by it to carry out plaster and paint works to the interior of the resident’s property. The landlord’s handling of the …
The complaint concerns the time taken by the landlord to repair the resident’s lounge ceiling, following a leak from the property upstairs.
The resident has complained about the landlord’s handling of asbestos in her home.
The complaint is about the landlord’s handling of the resident’s reports of an odour in his property.
| 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 |