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 (ASB) in the communal areas of the block. The resident’s reports of repair issues with the communal entrance doors. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about the misuse of the car park.
The complaint is about how the landlord handled the resident’s reports of a faulty water heating system.
The complaint is about the resident’s reports of an unregulated structure, built by his downstairs neighbour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of leaks and remedial works. A request for a management transfer. A request for compensation for items damaged by the leaks.
The complaint is about the landlord’s handling of the resident’s: responsive repairs following leaks to her property. subsequent complaint.
The complaint is about: The landlord’s handling of the resident’s reports of faulty windows. The associated complaint handling.
The complaint is about the landlord’s handling of: Reports of damp and mould at the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about the frequency of the cleaning contract. Associated formal complaint.
The complaint is about the landlord’s handling of window repairs.
The complaint is about the landlord’s handling of: The resident’s concerns about ownership of land between her property and a neighbour’s. The resident’s reports of antisocial behaviour by the neighbour. The associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of: drain repairs. sewage back surges in the bathroom. the electrics in the property needing repair. The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s: Handling of the resident’s reports about the condition of the property on letting. Response to requests for a range of repairs. Handling of no heating or hot water and the boiler repair. Response to reports of damp and mould. Understanding of the resident’s vulnerabilities. …
The complaint is about the landlord’s response to the resident’s reports of noise from his neighbour.
The complaint is about the landlord’s handling of the resident’s reports regarding: Window repairs and the ventilation system. Anti-social behaviour and noise disturbance. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the windows in the property. The associated complaint and its communication.
The complaint is about the landlord's handling of the resident’s report of: Several repairs including damp and mould. Pest control issues in the property. Reports of asbestos in the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of damp and mould in the property, and the associated repairs. The Ombudsman has also considered the landlord’s: Record keeping. Handling of the complaint and level of compensation offered.
The resident’s complaint is about: The landlord’s response to the resident’s request for a move . The landlord’s complaint handling.
The complaint is about the landlord’s: Facilitation of a meter reading. Handling of repairs in the property. Management of the resident’s rent account. Complaint handling. The Ombudsman has also investigated the landlord’s consideration of the resident’s vulnerabilities and its associated record keeping.
The complaint is about the landlord’s handling of the resident’s: Requests for kitchen and bathroom works. Formal complaints.
The complaint is about the landlord’s: Handling of the resident’s requests for adaptations to her rear garden. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property. The Ombudsman has also investigated the landlord’s handling of the complaint and the level of compensation offered.
The complaint is about the landlord’s response to the resident’s reports of repairs relating to: Damp and mould in his kitchen. A leak from his shower. The Ombudsman has also considered the landlord’s: complaint handling. record keeping.
The complaint is about the landlord’s handling of: The resident’s property sale. The associated complaint handling.
The complaint is about the landlord's response to the leaseholder's: Reports of water ingress and associated damage to her property. Complaint.
The complaint is about the landlord’s handling of remedial works and cleaning following the installation of cavity wall insulation at the resident’s property. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of an ongoing leak. Associated formal complaint.
This complaint is about the landlord’s handling of:
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and issues with her flooring. Associated complaint.
The complaint is about the landlord’s response to the resident’s reports of damp and mould, and odour in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is regarding the landlord’s handling of: The resident’s reports of damp and mould. A repair to a fence in the resident’s garden. The resident’s requests for aids and adaptations. The resident’s request for a move to a more suitable property. This investigation has also considered the landlord’s handling …
The complaint is about the landlord’s handling of: The resident’s reports of a broken window. The front door replacement. The resident’s reports of damaged electric sockets. The resident’s reports of a leak, damp and mould. The resident’s concerns about carbon monoxide. The landlord’s handling of the complaint has also been …
The resident’s complaint is about the landlord’s response to her reports of no heating and hot water at her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident’s reports of: Damage to the new kitchen following a leak. The associated complaint.
The complaint is about the landlord’s handling of repairs to a leak which caused damage to the resident’s ceiling. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s reports of noise nuisance. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202311968 Together Housing Association Limited 29 October 2024 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 antisocial behaviour (ASB). The resident’s reports about a neighbour installing closed-circuit television (CCTV). The associated complaint, including the resident’s concerns that the landlord had facilitated a breach of his human rights. The landlord’s complaint policy said, “we will …
The complaint is about: The landlord’s response to reports of damp and mould in the property. The associated complaint handling.
The complaint is about the landlord’s: Handling of a mice infestation. Complaint handling.
The complaint is about the landlord’s response to reports of roof and window repairs. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: Various repairs. Damp and mould in the property. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s report that she had no heating or hot water.
The complaint is about: The landlord’s response to the resident’s reports of ongoing leaks from the flat above. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports concerning repairs to the garden and drainage system. Reports of damp and mould in the property. Associated complaints.
The complaint is about the landlord’s: Handling of the resident’s reports of a leak from the above property. Handling of the resident’s reports of damp and mould. The resident’s claim for compensation, including damage to his belongings.
The complaint is about the landlord’s handling of the resident’s concerns about the levels of dust and noise from demolition works and her request for compensation.
REPORT COMPLAINT 202226466 Clarion Housing Association Limited 25 October 2024 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 |