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.
This complaint is about the landlord’s: Response to the resident’s report of a flood; Handling of a related decant; Handling of heating issues in the resident’s temporary accommodation; Handling of the resident’s rehousing requests from October 2021; Response to the resident’s vulnerabilities, health, and welfare concerns; Complaint handling.
The complaint is about the landlord’s handling of the resident’s report of antisocial behaviour (ASB) in October 2021. The Ombudsman has also considered: Record keeping. Complaint handling.
The complaint is about the landlord's handling of repairs to: The guttering. The roof leak.
The complaint is about the landlord’s handling of The resident’s reports of damp and mould within the property. The associated complaint.
The complaint is about: The landlord’s handling of various repairs to the property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of essential works to remove and control mould in the property 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 reports of damp and mould. The associated formal complaint.
The complaint is about the landlord’s handling of repairs reported by the resident about a leak, and subsequent damp and mould.
REPORT COMPLAINT 202214873 GreenSquareAccord Limited 9 November 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 handling of: Repairs to the communal entrance door. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of disrepair issues causing pest infestations including rats, mice and tropical ants. Reports of antisocial behaviour by other residents involving fly tipping and incorrect rubbish disposal attracting pests. Report of a fire in the bin close to her property. …
The complaint is about: The landlord’s handling of reports of antisocial behaviour (ASB) from the resident. The landlord’s handling of reports of antisocial behaviour (ASB) made against the resident. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the reported condition of the property and rubbish being left in the gardens following the resident’s mutual exchange.
The complaint is about the landlord’s response to the resident’s reports of repairs to the communal front door and entry system.
This complaint is about the landlord's handling of the collection of the residents rent in advance and the rent arrears. The landlord’s complaint handling has also been investigated.
The complaint is regarding the landlord’s handling of: Repair issues in the property including a leak, hole in a bedroom wall and damp and mould. A request for a rent rebate following an alleged overpayment. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of an ongoing roof leak into the resident’s property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour by her neighbour. Complaint handling.
The complaint is about the landlord's handling of reports of leaks, damp, mould and water damage in the property. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of reports of a roof leak, damp and mould and damaged belongings at the property. The landlord’s complaint handling has also been investigated.
The complaint is about: The landlord’s handling of repairs related to damp and mould reports. The landlord’s handling of repairs to an external wall and gates. The landlord’s handling of the resident’s complaint.
This complaint is about the landlord’s: Response to the resident’s various service charge concerns; Complaint handling.
The complaint is about: The landlord’s response to the resident’s concerns about staff conduct; The landlord’s handling of repairs to the communal gate.
The complaint is about the landlord’s response to reports of a broken lift. As part of this investigation, this Service has decided to investigate the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of damaged windows. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord's handling of a refund to the resident’s rent account. The landlord's response to the resident’s request to be refunded for the cost of a communal door key.
The complaint is about: the landlord’s approach to a lease variation. the associated complaint.
The complaint concerns the landlord’s handling of defects and snagging issues raised by the resident. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
The complaint is regarding the landlord’s: Handling of the resident’s reports about the condition of the property upon moving in and subsequent repairs. Complaints handling.
The complaint is about the landlord's handling of: The resident’s reports of anti-social behaviour (‘ASB’); and The subsequent complaint.
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.
The complaint is about the landlord’s: Handling of major works. Complaints handling.
This complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) and noise. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of a leak from a flat above. The landlord’s complaints handling.
The complaint is about the landlord’s: Handling of and response to antisocial behaviour caused by the resident’s neighbour between May 2022 and October 2022. Complaints handling.
The landlord’s handling of: Reports of a leak coming from the property above, damp and mould in the property. The associated complaint.
The complaint is about the landlord’s conduct during visits to the resident’s property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about: How the landlord handled repairs to the communal entry door to the building. How the landlord handled repairs to the communal TV aerial. The landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of defects and repairs. Complaints handling.
The complaint is about: The landlord’s handling of the residents reports of ASB (anti social behaviour). The landlord’s handling of the residents complaint. This investigation has also considered the landlords 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 was about: The landlord’s handling of the resident’s request for documents relating to Japanese knotweed (“knotweed”) during the sales process and the resident’s concerns about staff conduct. The landlord’s complaint handling.
The complaint is about the landlord's handling of: repairs to the resident’s leaking roof; the associated complaint.
The complaint is about the landlord’s: Handling of repairs to the roof of the resident’s property. Response to the resident’s reports of damp and mould. Handling of the resident’s reports of inappropriate staff conduct. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of plastering repairs. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202007679 Tower Hamlets Homes 31 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 case. […]
REPORT COMPLAINT 202122336 A2Dominion Housing Group 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 […]
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 […]
This complaint is about the landlord’s: Response to the resident’s request for a copy of its reasonable adjustment policy. Response to the resident’s vulnerability and reasonable adjustment concerns. Handling of the associated complaint.
The complaint is about the landlord’s handling of: the resident’s concerns about the quality of the grounds maintenance service and the associated enquiries about her service charges; the 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 |