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 that she did not receive services for which she was being charged. Handling of works required to the kitchen at the property. Complaints handling.
The complaint is about the landlord’s response to reported blockages in the communal drain.
The complaint is about the landlord’s response to the resident’s reports about damp and mould.
The complaint is about the landlord’s handling of repairs to the resident’s bedroom windows and outhouse roof.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise disturbance. The Ombudsman has also considered the landlord’s complaint handling.
The complaint concerns how the landlord handled a leak from the bathroom of the property and the level of compensation it offered.
The complaint is about the landlord’s: Response to reports of a pigeon infestation. Handling of the related complaint.
The complaint is about: The landlord’s handling of a recurring leak into the property. The landlord’s handling of issues with damp and mould. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about: The landlord's response to concerns raised about its attitude and approach towards the resident. The landlord’s response to the resident’s installation of CCTV. The landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s reports of hot water loss. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202117121 The Guinness Partnership Limited 27 April 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: the resident’s reports of the standard of communal cleaning within the resident’s building. the resident’s reports of the standard of grounds maintenance, in particular: The removal of infested mulch. The general standard of the grounds maintenance. The time the landlord took to …
The complaint is about the landlord’s response to the resident’s concerns about the standard of cleaning and communal grounds maintenance.
The complaint is about the landlord’s: Handling of leaks to the resident’s bath and shower; Handling of external drainage issues; Complaint handling.
The complaint is about the: The condition of the property at the start of the tenancy. The landlord’s handling of the associated repair works to the property.
This complaint is about the landlord’s handling of the resident’s reports of noise nuisance from his neighbour’s property. This investigation has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports about: Anti-social behaviour (ASB). The neighbour’s CCTV. Issues with the gate.
The complaint is about: The landlord’s handling of reports of damp and mould and the level of compensation offered. Complaint handling.
The complaint concerns the landlord’s handling of reports of water ingress.
The complaint is about: Delays to the sale of a shared ownership property and; The landlord’s complaint handling The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: the resident’s reports for repairs to the window handles and balcony door, and; the associated formal complaint.
The complaint is about the resident’s request for the landlord to bear the costs for works required to the blown windows of the leasehold property.
The complaint is about the landlord’s handling of the resident’s request for a copy of his tenancy agreement.
The complaint is about the landlord's response to the resident's concerns about recharges at the end of the tenancy.
REPORT COMPLAINT 202128502 Network Homes Limited 21 April 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. […]
The complaint is about the level of compensation offered by the landlord in relation to its handling of the resident’s request to access communal areas for boiler repairs.
The complaint is about: The landlord’s handling of damp, mould and associated works. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of information provided to the resident about their tenancy agreement and tenancy status.
REPORT COMPLAINT 202209952 Nottingham City Homes Registered Provider Limited 20 April 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s response to the resident’s reports of noise from an upstairs property.
The complaint is about the landlord’s handling of a number of repairs at the resident’s home.
The complaint concerns the landlord’s handling of repairs to the driveway of the resident’s property.
The resident’s complaint is about the landlord’s handling of reports of damp and mould. The landlord’s complaint handling and communication with the resident has also been considered.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s: Handling of the resident’s reports of a neighbour building a garden structure. Handling of their reports of anti social behaviour (ASB) and noise nuisance. Handling of the resident’s complaint. Communication with the resident.
The complaint is about the landlord’s handling of: The resident’s reports of mould, damp and leaking toilet in the property. The resident’s complaint.
The complaint is regarding the landlord’s response to the resident’s queries about the rent category of the property and its handling of the rent and service charge increase process.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour. Handling of the complaint.
The complaint is about the landlord’s: response to the resident’s reports of damp and mould; response to the resident’s request for his electrics to be reviewed. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of works required to the property allocated to the resident before his tenancy could commence.
The Complaint is about the landlord’s: Response to the resident’s concerns about the condition of the property when let to her. Handling of, and communication regarding, subsequent repairs in the property.
The complaint is about the landlord’s handling of the resident’s request to replace the pathway to the property.
The complaint is about the landlord’s handling of: The resident’s improvement request. The associated complaint.
The complaint is about the landlord’s responses to: Repairs in the property. Reports of intermittent heating and hot water.
This is about the landlord’s handling of the residents request for an explanation of the difference between the estimated and actual charges for the financial years 2017/18, 2018/19 and 2019/20.
The complaint is about the landlord’s handling of wet room repairs, and the associated amount of compensation offered.
The complaint is about the landlord's handling of the residents reports of leaks into their property, the resulting repairs and compensation amount offered.
The complaint concerns the landlord’s handling of: The resident’s concerns about parking arrangements at her property and issues with her parking permit. The associated complaint.
The complaint concerns: The landlord’s response to reports of damp, mould and leaks. The related complaint.
The complaint is about the landlord’s handling of a shared ownership application.
| 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 |