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 a decant following a fire at the resident’s property, including the resident’s reports that her new property did not meet her disability needs. The landlords handling of the resident’s concerns about items damaged in the fire. The Ombudsman has also considered the …
The complaint is about the landlord’s handling of roof repairs, condensation and cold.
The complaint is about the landlord’s: Handling of repairs at the property. Complaint handling.
The complaint is about the landlord’s handling of a windows repair. The Ombudsman has also considered the landlord’s: Record keeping. Complaint handling.
This complaint is about how the landlord handled: The resident’s reports of noise nuisance, antisocial behaviour and tenancy breaches from her upstairs neighbour. The resident’s concerns that the path outside her house and a corridor were being used inappropriately by third parties, including a dispute about whether the path and …
The complaint is about the landlord’s handling of: Repairs to the property, including leaks, subsidence and cracks in the ceilings and walls. The resident being moved into temporary accommodation. The resident’s request for a transfer to another property. The associated complaint.
The complaint is about the landlord’s handling of: a communal bin shed not being secure. reports about fly-tipping. the resident's enquiries about service charges. the complaint.
The complaint is about: The landlord's response to reports of flooring repairs, including reports that this was the cause of a pest problem in the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Payments of compensation from an earlier complaint. Rent and utility bill arrears accrued while the property was unoccupied by the resident. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord's response to the resident's reports of antisocial behaviour (ASB) from a neighbour. The landlord's handling of the complaint and the amount of compensation it offered.
The complaint is about the landlord’s handling of the resident’s: request for a management transfer; reports of repairs to her property, safety issues with the building, and associated record keeping; fire safety concerns, and associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour and noise from her neighbour above.
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 the resident’s request for boundary fencing to be reinstated.
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 queries about the administration and breakdown of her service charges; and The subsequent 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 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.
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 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 response to reports of damp and mould.
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 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 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 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.
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 response to reports of a leak from the resident's toilet. The landlord's handling of the resident's reports of a leak from the property above. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the residents concerns regarding the safety of the cladding at her property. This service has also considered the landlord’s handling of the residents complaint.
REPORT COMPLAINT 202008234 Clarion Housing Association Limited 30 October 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 concerns about the safety of the communal staircase; Handling of repairs to the roof of the building; Landlord’s response to the resident’s reports of damage to the ceilings in her property; Recordkeeping and information management; Complaint management.
The complaint is about: The landlord’s handling of the residents reports of ASB, noise disturbance and racial abuse. The landlord’s handling of the residents request to be transferred to another property. This Service has chosen to investigate the landlord’s complaint handling.
The complaint is about how the landlord handled the resident’s: reports of repair for: the kitchen and lounge flooring; the cistern; the chipped sink and bath; the broken gate; damp and mould; the skirting board; and the subsequent complaint.
This complaint is about the landlord’s handling of: Reports of damp and mould within the resident’s home. Decanting the resident into temporary accommodation. Reports of pigeons nesting and defecating on the property. Reports of a neighbour’s overgrown garden. The resident’s concerns regarding an external boundary wall. The associated complaint.
This complaint is about the landlord’s handling of repairs to a communal front door. This investigation has also considered the landlord’s handling of the associated complaint.
The landlord’s handling of: Repairs to the toilet, bathroom extractor fan and a leak in the bathroom which resulted in damp and mould. The associated complaint
The complaint is about the landlord’s handling of the resident’s reports of a leak. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s actions following its dislodging of a BT cable affecting the resident’s property.
The complaint is about the landlord’s handling of: The resident’s reports of repairs to his heating and hot water/boiler. The resident’s complaint.
The complaint is about the landlord’s response to the resident’s request for information about his service charges and its handling of the associated complaint.
The complaint is about the landlord’s handling of reports of a foul odour at the property. This Service has also considered the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s handling of the resident’s reports of leaks, damp and mould in her bathroom and kitchen. The Ombudsman has also considered the landlord’s complaint handling and record keeping as part of the assessment.
The complaint is about: The landlord’s management of the service charge account for the property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: works to an overhanging tree; the resident’s request for turf to be re-laid; and the associated complaint.
The complaint is about the landlord’s response to: a leak in the property, and; a request that it reimburse the resident for damage and costs incurred following the leak.
The complaint is about how the landlord responded to the resident’s reports of issues with her toilet cistern. The Ombudsman has also considered the landlord’s complaint handling in this case.
The complaint is about the landlord’s handling of the resident’s request for communal lighting credits, and the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s application for mutual exchange (MEX). The landlord’s complaints handling has also been investigated.
| 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 |