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.
REPORT COMPLAINT 202225956 Sage Housing Limited (SHL) 24 September 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 […]
The complaint is about the landlord’s handling of: Reports of rats in the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of multiple repairs to her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the level of compensation offered by the landlord for the time it took to resolve damp and mould on a bedroom wall in the resident’s property.
The complaint is about: The landlord’s handling of the resident’s reports of a leak into her bathroom and damage to the ceiling. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of the resident’s request for it to: reinstate an external security gate. install external lighting by his flat. The Ombudsman has also assessed the landlord’s complaint handling.
REPORT COMPLAINT 202306986 Sovereign Network Homes 23 September 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 […]
The complaint is about the landlord’s: Response to the resident’s reports about drainage issues in the bathroom. Complaint handing.
The complaint is about: The landlord’s handling of reports of no heating in the property. The associated complaint handling.
The complaint is about: the landlord’s exclusion of the resident’s property from a roof replacement programme, the landlord’s handling of repairs to the property’s external footpaths. The Ombudsman has also considered the landlord's complaint handling.
The complaint is about: The landlord’s handling of the installation of the resident’s kitchen. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of: A repair to the living room window. The associated complaint.
The complaint is about the landlord’s handling of: repairing the cracks in the balcony, subsequent repairs to address the damp and mould.
The complaint is about the landlord’s handling of a broken front door lock at the resident’s property.
The complaint is about: The landlord's handling of the resident’s reports of a leak from the flat above.
The complaint is about the landlord’s handling of: The resident’s reports of a leak and the associated remedial repairs. The resident’s reports of issues with heating and hot water in his property. The resident’s concerns about ventilation in his property. Reports of breakdowns to the communal lift for the building. …
The complaint is about: The landlord’s response to the resident’s reports of a pest infestation. The landlord’s response to the resident's reports of damp and mould. The landlord’s response to the resident's request for repairs to her bathroom and kitchen lights. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s management of repairs at the property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s request for: A repair to a brick wall. Other repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of leaks and damp in his property and the subsequent offer of compensation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s request that it restore the condition of the garden following an asbestos investigation. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs at the property. The felling of a tree. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of leaks, damp, and mould at her property.
The complaint is about the landlord’s handling of: The boiler replacement. Disrepair at the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Rent account. Request to keep a pet. Complaint.
The complaint is about the resident’s reports about the landlord’s handling of; Adaptations to the property. The resident’s request to be transferred to another property. The associated complaint (including the landlord’s communication).
The complaint is about the landlord’s: Response to the resident’s reports of damp in the property. Decision not to decant the resident and her family during associated investigations. Handling of the associated complaint. This investigation also considers the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of: A leak in the property. Damp and mould in the hallway cupboard. The Ombudsman will also investigate the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of damp in the property.
REPORT COMPLAINT 202302554 Southern Housing Group Limited 16 September 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 repairs to the resident’s doorframes, doors, and floorboards. Complaint handling.
The complaint is about the landlord's handling of: Installation of a drop-down lockable parking bollard to the resident’s driveway. The resident’s associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould at the property. Complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB). Reports of discrimination, including a failure to make reasonable adjustments. Concerns about communal cleaning. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports that neighbours were repairing cars on the street. The associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Issues in her back garden following drainage work. Leaks and damp in the property. The Ombudsman has also considered the landlord’s associated complaint handling.
The complaint is about the landlord's handling of: The resident’s concerns about replacement of doors and windows. The associated formal complaint.
The complaint is about the landlord's handling of: The resident's reports of issues with the heating and hot water system. The resident's complaint.
This complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour.
The complaint is about the landlord's handling of repairs to the kitchen and bathroom. The Ombudsman has also investigated the landlord’s complaint handling.
This complaint is about the landlord’s handling of: Damp and mould in the resident’s property. A leak in the resident’s kitchen and subsequent loss of hot water. The Ombudsman has also considered the landlord’s handling of the associated complaint.
This complaint is about the landlord’s handling of repair requests in a bin storage room for a broken light and a broken bin.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated formal complaint.
The complaint is about the landlord’s: Response to reports of water ingress and associated damp and mould. Handling of the complaint.
The complaint is about the landlord’s handling of reports of damp and mould, including requests for repairs to windows. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to the property following the resident’s reports of damp and mould. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of the residents reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A roof leak which resulted in damp and mould in the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s bedroom window. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a balcony leak. The Ombudsman has also addressed the landlord’s complaint handling.
| 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 |