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: Outstanding repairs within the property. Antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports concerning: The lettings process including the viewing and sign-up process. The condition of the property when let, including outstanding repairs and the condition of the garden and overgrown trees. Repairs required at the property. The associated complaint.
REPORT COMPLAINT 202207661 Clarion Housing Association Limited 24 January 2024 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 handling of: Defect repairs to the resident’s property. The associated complaint.
The landlord’s handling of the resident’s reports of outstanding repairs. The landlord’s record keeping has also been investigated.
The complaint is about the landlord’s handling of: Reports of disrepair to the windows and condensation causing mould growth and high internal temperatures. The resident’s associated complaint.
REPORT COMPLAINT 202211795 East Midlands Housing Group Limited 26 January 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s handling of: Repairs to the bathroom, kitchen, plastering and intercom. The associated complaint and request for compensation.
The complaint is about: The landlord’s handling of reports of an overhanging tree blocking the communal light sensor. The associated complaint handling.
This complaint is about the landlord’s: Handling of various energy efficiency works to the property; Response to the resident’s reports of damp and mould; Complaint handling.
The complaint is about the landlord’s handling of: 2 leaks at the resident’s property which resulted in damp and mould in the bathroom, kitchen and one of the bedrooms. Repair works to the bathroom door, shower rail, bath panels and light in the bathroom. The associated complaint.
The complaint is about the landlords handling of Water ingress to the property. Communication about the complaint.
The complaint is about the landlord’s handling of the resident’s reports of Antisocial Behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of an intermittent heating and hot water supply within her property. request for it to refit laminate flooring within the hallway of her property. associated complaint.
The complaint is about the landlord’s handling of the resident’s request for: Quarterly rent statements. Her account to be reviewed for fraudulent activity. The Ombudsman has also looked at the landlord’s complaint handling.
The complaint is about the landlord’s handling of an interruption to its provision of communal laundry facilities during major work. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damage to the perimeter wall. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s request for boundary fencing to be reinstated.
This complaint is about the landlord’s handling of: Kitchen and bathroom repairs. The associated complaint.
The complaint is about: The landlord’s handling of toilet and kitchen adaptations and repairs at the resident’s property. The landlord’s complaint handling and communication.
The complaint is about; The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The associated complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of repairs required to communal steps. Reports of a leak into the meter cupboard. Associated complaints.
The complaint is about the landlord’s: Handling of the resident’s reports of trees and shrubs overhanging into his garden. Handling of the resident’s reports that common areas including an access footpath were not being maintained. Complaint handling.
The complaint is about the landlord’s handling of: Remedial works in April 2021. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s queries about the administration and breakdown of her service charges; and The subsequent complaint.
The complaint is about the landlords handling of: The resident’s reports of damp and mould. Asbestos in the property. The residents associated complaint.
The complaint is about the landlord’s handling of reports from the resident of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling in this case.
The complaint is about: The landlord’s handling of shed, pointing, glazing, and electrical repairs at the resident’s property. The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of external works to the block and the related communication with the resident. Information provided in relation to charges for external work to the block .
The complaint is about delays in the administration of the sale of the property. The Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A leak in the resident’s property and the compensation offered. The associated complaint.
The complaint is about the landlord’s: response to the resident’s concerns relating to service charges for a concierge service; complaint handling.
The complaint is about the landlord’s handling of reports of leaks in the property and the associated repairs. The Ombudsman has also considered the landlord’s: complaint handling; record keeping.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour. The Ombudsman has also considered the landlord’s record keeping when considering this complaint.
REPORT COMPLAINT 202218852 LiveWest Homes Limited 16 January 2024 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 of: Repairs required to the boundary wall. Overgrown brambles and the subsequent damage caused. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s:
The complaint is about the landlord’s: Handling of the resident’s reports of ASB. Response to the residents installation of personal CCTV cameras.
The complaint is about the landlord’s: Handling of repairs to faulty kitchen cupboard doors. Complaint handling.
The complaint is about: The landlord’s response to the resident’s reports about service charges . The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from the resident.
The complaint is about the landlord’s: Handling of the resident’s application for succession. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of noise. Complaints.
The complaint is about the landlord’s: Response to reports of a lack of provision of promised communal facilities and about associated service charges. Handling of the related complaint.
The resident’s complaint is about the landlord’s: Response to a sewage leak at her property; Response to her reports of water ingress and resultant damp; Handling of the associated complaint.
This complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB), including racial harassment.
The complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s concerns about the fencing at the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of a leak within her property and the compensation amount offered.
The complaint is about the provision of gardening services. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202013457 Southern Housing Group Limited 22 December 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 […]
The complaint is about the landlord’s response to the resident’s reports regarding: Repairs required to her property following a water leak. Damp and mould at her property. Its 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 |