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 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: The resident’s request that the landlord provide documentation showing the breakdown of her service charges since 2008, and its administration of her account. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). This investigation also considers the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs, relating to: Reports of damp in the resident’s property. A defective stairlift.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould, and repairs to the bathroom including the installation of an extractor fan and the replacement of a bath panel and bathroom tiles. The associated formal complaint.
The complaint is about the landlord’s handling of: The resident’s reports of water leaking from a bay window. The resident’s reports of damp and mould. This service has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Handling of leaks at the property. Handling of repairs at the property. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about repairs to the property. Complaints handling.
The complaint is about the landlord’s: Response to the resident’s request for repairs including damp and mould. Response to the related complaint. Knowledge and information management.
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 request for a full breakdown of the completion statement, and a refund of fees and charges following the surrender of his lease. The associated complaint.
The complaint is about the landlord’s handling of: shower replacement works; graffiti and signage removal; the resident’s request for a gate. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s queries about the service charge relating to the building insurance.
The complaint is about the landlord’s: response to the resident’s reports regarding repairs to her windows and conservatory roof. complaints handling.
The complaint is about the landlord’s handling of: The landlord’s handling of bathroom repairs. The landlord’s decision not to investigate the complaint.
The complaint is about the landlord’s handling of the resident’s concerns about delays and repairs during the ‘Right to Buy’ (RTB) process.
The complaint is about the landlord’s handling of replacement flooring at the resident’s property following a leak.
The complaint is about the landlord’s handling of the resident's queries relating to third-party service charge costs.
The complaint is about the landlord’s handling of:
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 window replacement works. Response to a leak affecting the property and the associated internal damage. Handling of the formal complaint in relation to the above mentioned matters.
The complaint is about the landlord’s response to the resident’s reports of damp and mould at the property. The resident also complained about the landlord’s decision not to increase her medical priority banding following a medical assessment. The Ombudsman has also considered the landlord’s complaint handling as part of this …
The complaint is about: the housing officer’s handling of anti-social behaviour; the landlord’s decision to serve a breach of tenancy warning letter on the resident; and his associated complaint.
The complaint is about the landlord’s response to the resident's reports of damp, mould and outstanding repairs. This report will also look at the landlord’s: complaint handling; and record keeping.
The complaint is about the landlord’s: handling of the tenancy sign-up process. handling of repairs. This service has also investigated the landlord’s record keeping and complaint handling.
The complaint is about the landlord's: Handling of repairs to the resident’s front door. Complaint handling.
The complaint is about the landlord’s handling of repairs including leaks from a downpipe and blocked guttering. The Ombudsman has also considered the associated complaint handling.
This complaint is about the landlord’s handling of reports of poor workmanship relating to balcony repairs.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the communal areas of the building, including exterior and interior lighting, locks to the utility cupboard doors, and a repair to the external front door, being charged for through service charges. Reports concerning inadequate grounds maintenance …
The complaint concerns the landlord’s handling of a leak into the resident’s property, and its response to the resident’s request for compensation following the leak.
The complaint is about the landlord’s handling of repairs to the resident’s property, including: damp in the bedroom, loose windows, cracks to the outside of the property, and, mice. The Ombudsman has also considered the associated complaint handling.
The complaint is about: The landlord’s handling of repairs in the resident’s property. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s: record keeping; handling of the resident’s reports of antisocial behaviour (ASB), drug use, and noise nuisance; handling of the resident's associated complaint; response to the resident’s concerns about it labelling her as a habitual complainer and other associated language.
The complaint is about the landlord’s handling of: the resident’s reports of damp and mould in the property, and; damage to the resident’s personal belongings.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of the resident’s report of Issues with lighting within the communal parts of the building. Associated complaint.
The complaint is about the landlord’s handling of reports of anti-social behaviour (ASB).
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s complaint.
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.
The complaint is about the landlord’s handling of: the resident’s repair to his boiler; and the subsequent complaint.
The complaint is about the level of compensation awarded to the resident for the time taken to repair his boiler. The Ombudsman has also considered complaint handling.
The complaint is about the redress offered by the landlord following a refund of service charges.
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 handling of the resident’s reports of: an infestation of mice; general repair issues including damp and mould in the upstairs of the property, leaks, and cracks in the plaster; and the subsequent complaint.
REPORT COMPLAINT 202226249 Bristol City Council 29 September 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 landlord’s response to the resident’s: reports of a leak within his property. reports of damp and mould within his property.
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.
The complaint is about the landlord’s handling of: The condition of the property on letting it to the resident. The removal of asbestos at the property.
The complaint is about the landlord’s handling of: reports of a leak into the property; the water damage in the property; the resident’s need to temporarily move out, and; the complaint and the compensation offer.
The complaint is about the landlord’s handling of: a request that it provide a service charge refund; the associated 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 |