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: response to the resident’s reports of antisocial behaviour (ASB) from a neighbour; handling of ASB reports made against the resident; decision to restrict the resident’s contact with its service; response to the resident’s reports of poor conduct and discriminatory behaviour by its staff. The …
The complaint is about: The landlord's response to the resident’s reports of a roof leak. The Ombudsman has considered the landlord’s complaint handling. The Ombudsman has considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of reports of outstanding repairs and its communication. The landlord’s complaint handling has also been investigated. The landlord’s knowledge and information management has also been investigated.
The complaint is about the landlord’s handling and management of reports of antisocial behaviour, threats and nuisance including the posting of notes by a neighbour. This report also looks at the landlord’s handling of the resident’s complaints.
The complaint is about: The landlord’s handling of planned bollard installation and related parking issues. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: handling of the resident’s reports of anti-social behaviour. handling of the resident’s appeal in connection with decisions made by the landlord’s priority move panel. This service has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord's handling of the resident's query about grounds maintenance. This was following concerns raised about an overhanging tree and the maintenance of a path. The Ombudsman also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports about repairs and the condition of the property at the start of the tenancy; Handling of the resident's vulnerabilities; Response to staff conduct concerns in relation to information given to the resident; Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The associated complaint.
The complaint is about the landlord’s: Response to reports of damp and mould in the property. Knowledge and information management (KIM). Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) as well as the formal complaint.
This complaint is about the landlord’s: Handling of repairs to the lift and external lights of the building. Handling of the resident’s associated formal complaint.
The complaint is about the landlord’s response to the resident’s reports concerning antisocial behaviour (ASB) and racial harassment.
The complaint is about the landlord’s: Response to the resident’s request for information about how her rent was calculated, and; Complaint handling.
The complaint is about the landlord’s: response to a request for boiler repairs, and; failure to provide the resident with requested policies and practices.
The complaint is about the landlord’s handling of the resident’s concerns regarding the brightness of the lighting outside her property.
The complaint is about the landlord’s response to: The resident’s reports of repairs to the property following flooding. The resident’s reports of repairs to the windows. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of noise transference from the property above . The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s administration of the resident’s rent account. 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:
The complaint concerns the landlord’s handling of: A request for adaptations to the property. The related complaint.
The complaint is about the landlord’s handling of repairs to the resident’s property following damage caused by flooding. This Service has also considered the landlord’s associated complaint handling and offer of compensation.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and his subsequent request to re housed. The landlord’s complaint handling The Ombudsman has also considered the landlord’s record keeping.
REPORT COMPLAINT 202015259 Peabody Trust 5 June 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 case. This […]
The complaint is about: the landlord’s response to the resident’s concerns for her family’s safety in the property; the landlord’s handling of the resident’s request to be rehoused; the landlord’s response to the resident’s concerns regarding her children’s health as a result of living in the property; the landlord’s request …
The complaint is about: The landlord’s handling of reports of leaks within the property and the associated repairs. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of: the replacement of cladding; and the associated complaint.
The complaint is about: The landlord’s handling of the repairs to the property. The landlord’s handling of the complaint and the level of compensation offered.
The complaint is about:
The complaint is about the landlord’s: Response to the resident’s concerns about a phone call made to her by the landlord. Complaint handling.
The complaint is about: The landlord’s handling of reports of anti-social behaviour and noise nuisance. Complaint handling.
The complaint concerns: The level of compensation offered by the landlord following the loss of heating and hot water for a five-week period. The associated complaints handling.
The complaint is about the landlord’s: Response to the resident’s request for access to scaffolding to be relocated. Handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s request for replacement flooring in her bedroom.
This complaint is about the landlord’s handling of: the resident’s property transfer due to subsidence; the resident’s pest control reports.
The complaint is about: The landlord’s handling of a gas safety check at the resident’s property. The landlord’s handling of the resident’s complaint.
This complaint is about the landlord’s handling of the capping of the resident’s gas meter.
The complaint is about how the landlord handled the resident’s reports of antisocial behaviour (ASB) and counter allegations of ASB made against her.
The complaint is about the landlord’s response to the resident about his reports of anti-social behaviour (‘ASB’).
The complaint is about: The landlord’s response to the reports of a leak within the resident’s property which subsequently resulted in a ceiling collapse. The landlord’s complaint handling.
The complaint concerns: the landlord's response to the resident's reports of antisocial behaviour. the landlord's handling of the resident's request to be re-housed. The landlord’s complaint handling.
The resident has complained about the landlord’s handling of repairs to his balcony door.
This complaint is about the landlord’s handling of:
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 of noise nuisance from a neighbouring property.
The complaint is about the landlord’s handling of the resident’s reports of defective windows. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
REPORT COMPLAINT 201913961 Peabody Trust 29 January 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 […]
REPORT COMPLAINT 201914735 Peabody Trust 15 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
| 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 |