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 anti-social behaviour. The resident’s rehousing request. This Service has also considered the landlord’s complaint handling approaches and the level of compensation offered.
REPORT COMPLAINT 202206130 LiveWest Homes Limited 30 May 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 is […]
The complaint is about: The landlord’s response to the resident’s reports about noise nuisance from a neighbour. The resident’s reports that the landlord has been biased in favour of the alleged perpetrator. The landlord’s complaint handling. The landlord’s communication and record keeping has also been considered.
The complaint is about the landlord’s handling of: The resident’s report of a leak from the communal roof. The associated complaint.
The complaint is about the landlord’s: handling of repairs to a manhole cover and toilet. communication with the resident following flash flooding which caused damage to her property. response to the resident’s request that it reimburses her for the cost of replacing personal belongings damaged as a result of the …
The complaint is about the landlord’s handling of the resident’s complaint concerning snagging items and defects in his new build property.
The complaint is about: The landlord’s handling of the resident’s reports of leaks in the building and the damp and mould within her property. The landlord’s handling of the resident’s complaint through its internal complaints process. The Ombudsman also assessed the landlord’s record keeping.
The complaint is about: The landlord’s handling of repairs to windows at the property. The Ombudsman has also considered the landlord's complaint handling.
The complaint is about the landlord’s handling of ongoing water ingress in the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of damp and mould within the property. The associated complaint.
This complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB).
The complaint is about: The landlord's response to the resident's reports of antisocial behaviour (ASB) by a neighbour, and her request to be granted a priority move. The landlord's handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of bed bugs at the property and the level of compensation offered for losses incurred.
The complaint concerns how the landlord handled repairs to the ceiling following a leak in the property.
The complaint is about the landlord’s handling of water ingress into the resident’s property.
The complaint is about the landlord’s handling of: The resident's request for remedial repairs to his property. The issues relating to the resident's rent account and portal access. The associated complaint.
The complaint is about the landlord’s response to: the resident’s concerns about communal grounds maintenance. The associated complaint.
The complaint is about the landlord’s: Response regarding its repair responsibilities at the property. Handling of a lighting repair. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about: The landlord’s handling of repairs to a roof leak, broken window, blocked sink and the refusal of a decant. The landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident's reports of heating and hot water loss.
This complaint concerns: The landlord’s response to the resident’s reports of noises coming from the flooring at the property. The landlord’s offer of compensation. This report has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of outstanding repairs to the resident’s property. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of tenancy breaches by her neighbour. 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 sewage smell coming from the kitchen sink. The associated complaint.
The complaint is about the landlord’s handling of roof repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident's reports of outstanding repairs. The Ombudsman will also consider the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The move to alternative accommodation to facilitate the associated repair works.
The complaint is about the landlord’s response to the resident’s: communal area requests (store cupboard, hedge and boundary wall); reports of littering and fly-tipping. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s reports of defects; handling of the associated complaint.
This complaint is about the way the landlord handled the resident’s reports of a leaking hot water cylinder. This investigation has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of repairs to the bathroom following a leak from the ceiling.
The complaint concerns the level of compensation offered to the resident following reports of a pest infestation in her property.
The complaint is about the landlord’s handling of roof and ceiling repairs to address an ongoing leak at the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of errors in the resident’s lease, the landlord’s response to the resident’s reports of domestic violence and of the landlord’s administration and level of communication. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of plastering works in the resident’s property.
The complaint is about the landlord’s handling of a pest infestation at the resident’s property. This Service has also considered the associated complaint handling.
The complaint is about the landlord’s handling of: Reports of a leak in the roof of the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour. Associated complaint.
The complaint is about the landlord’s response to the resident’s reports of fire safety concerns with her property.
The landlord’s handling of the resident’s complaint about the conduct of a member of staff. The Ombudsman has also looked at the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: Repairs to cupboards in the resident’s bedroom and hallway. A request for minor adaptations to the resident’s kitchen by an occupational therapist. The associated complaint.
The complaint is about the landlord’s handling of the repairs to the resident’s bathroom. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about a letter sent by the landlord to the resident on 21 March 2022 concerning arears on the resident’s rent account.
The complaint is about: The landlord’s response to the resident’s report of a defective ventilation system. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s property.
This complaint is about: The landlord’s handling of the transfer of the tenancy to the resident’s ex-partner. How the landlord handled the resident’s complaint.
The complaint is about: The landlord’s handling of repairs to the resident’s boiler. The level of compensation awarded as redress to the complaint.
The complaint is about: The landlord’s response to the resident’s reports of rodent infestation at her property. The landlord’s handling of the resident’s request to be rehoused due to the infestation.
This complaint is about the landlord’s: Response to the resident’s various disrepair concerns; Service charge information; Complaint handling; Record keeping.
This complaint is about: The landlord clearing the property before the end of the tenancy. The landlord's response to the resident’s request for compensation for personal items removed while clearing the property.
| 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 |