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 a leak on the boiler and the installation of a new boiler. The landlord’s handling of the resident’s reports of other repairs. The landlord’s decision to put a warning flag on the resident’s account. The landlord’s handling of …
The complaint is about the landlord’s handling of the resident’s reports of defects to the property, including damp and mould and door repair issues.
The complaint is about the landlord’s handling of the resident’s reports of domestic abuse and her request for an urgent management transfer to flee the abuse. This investigation also considered the landlord’s handling of the resident’s complaint. This investigation also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: Repairs in the kitchen. The resident's reports of damp and mould in the property and associated bathroom repairs. Record keeping The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about the service management charge. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about: The landlord’s handling of the resident’s reports of various repairs in the property. This service has also considered the landlord’s complaint handling.
The complaint is about: The landlords response to the residents reports of anti social behaviour (ASB). The landlords handling of the associated complaint.
The complaint is about the landlord’s handling of repairs to the balcony door.
The complaint is about the landlord’s handling of the resident’s requests: For it to replace the windows in her property. To use female operatives when doing works at her property. For help in maintaining the communal garden. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The property condition at the point of mutual exchange. Repairs reported by the resident on moving in. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould and subsequent damage to the resident’s belongings. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s report about her roof. The landlord’s complaint handling.
REPORT COMPLAINT 202202594 A2Dominion Housing Group Limited 19 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 of an ongoing pigeons’ infestation. Response to the resident’s concerns of the difference between the service charge actuals and estimates for year 2020/2021 and the service charge increase. Associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of defects after she moved into the new build property, including its complaint response.
The complaint is about the landlord’s response to the resident’s concerns about: noise transference. fire safety in the building. complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of collapsed ceilings, heating and hot water failures, plumbing blockages, leaks, unsanitary living conditions, and related repairs; associated complaint and compensation claim.
The complaint is about the landlord’s response to the resident’s: Concerns of administration and calculation of service charge actuals and monitoring of the quality of works. Concerns of reasonableness of services charges for the services provided, increase of service charges, and lease variations. Request to be refunded for service charges. …
The complaint is about the landlord’s response to reports of damp and mould.
This complaint is about the landlord’s handling of: Reports of a leak into the resident’s property. The associated complaint.
This complaint is about the landlord’s handling of the resident’s reports of damp and mould problems in his home.
The complaint is about the landlord’s handling of the resident’s queries about his service charges. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of the resident’s report of a suspected carbon monoxide leak. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns: about service charges and that he is being charged for services he does not receive; he was advised incorrectly he was in rent arrears; over the landlord’s staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak and subsequent repairs. Formal complaint.
The complaint is about the landlord’s handling of: - A leak and associated repairs. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of a leak affecting the property, including the time taken to complete repairs. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by a neighbour.
The complaint is about: The landlord’s introduction of a service charge for the maintenance of a fall arrest system on the roof of the resident’s property. The landlord’s handling of maintenance to the ‘living roof’ at the resident’s property. The landlord’s handling of requests for repairs to the ‘living roof’.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould issues around the bedroom windows and associated damage to the wall and windowsill. Reports concerning the communal areas including the solar panels being defective and not good value for money, and concerns about the lifespan …
The complaint is about the landlord’s: Handling of antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of a leak and subsequent handling of repairs to the ceiling. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of reports of anti-social behaviour.
The complaint is about the landlord’s handling of: The refurbishment of the kitchen. The resident’s concerns about the conduct of its contractors. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s requests for information, after receiving an increased service charge bill. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of Anti-social Behaviour (ASB). Complaint.
The complaint is about the landlord’s handling of the resident’s reports of several repair issues. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s: Handling of reports of the resident’s alleged subletting. Handling of the resident’s reports of discrimination. Complaint handling.
The complaint is about the condition of the property at the start of the resident’s tenancy and how the subsequent repairs were handled by the landlord.
The complaint is about the landlord's handling of the resident's reports of anti-social behaviour (ASB), racial harassment, and abuse.
The complaint is about the landlord’s handling of: Reports of damp and mould. Reports of damage to the resident’s flooring. The resident’s concerns about staff conduct. The resident’s associated complaint.
The complaint is about the landlord’s disposal of the resident’s possessions. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: planned maintenance (replacement of kitchen, bathroom, central heating system and re-wiring). repairs to the central heating system. the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s: complaint handling. record keeping.
The complaint is about the resident’s reports concerning the landlord’s handling of: Its communication not being disability friendly. A complaint made about a member of staff on 24 December 2020. Unscheduled welfare visits. The suitability of the property allocated by the local council. The sign up and move in process. …
The complaint is about the landlord’s handling of: The resident’s reports of ongoing leaks in the property. Outstanding repairs in the property caused by the leaks. The resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a broken window, a seized hot water tap, and that her kitchen was in a state of disrepair. The landlord’s handling of the resident’s reports that the main entrance door to the block of flats was insecure and …
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The ASB reports made about the resident. The complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould, and subsequent claim for compensation. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: Water leaks into the resident’s flat. The associated complaint.
| 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 |